Digicash (T) Limited is a medium sized LLC incorporated Under the Laws of the United Republic of Tanzania under Cap 212. Digicash aspires to become the leading provider of payment systems and financial solutions in Tanzania. As an ICT integration and payments company, DigiCash is fully licensed with the Tanzania Communications Regulatory Authority & soon with the Bank of Tanzania to offer Payment gateway Services. Digicash has placed a special focus on small business owners and online retailers enabling them to receive payments easily from their customers using multiple payment channels.

We are looking for an experienced Customer Service Manager to help us provide excellent customer service and to promote this idea throughout the organization. The candidate will help to set up the customer experience team and systems from scratch and get the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.  

• Oversee the hiring, orienting, and training of an organization’s customer experience team
• Define and implement standards/procedures for ensuring optimal customer experience
• Conduct surveys to gather information on customer opinion of rendered services
• Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on the company
• Establish communication mediums through which customers can readily contact a company and vice versa
• Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service
• Prepare and manage annual budgets in achieving set objectives and goals
• Conduct studies and research to discover new techniques necessary for improving customer experience
• Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills 
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations

• Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Working knowledge of customer service software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Bachelors degree in Business Administration or related field