Head of Customer Service Job at Droga Health SACCO

Head of Customer Service - Droga Health SACCO Vacancy

Overview of the Head of Customer Service Role

At Droga Health SACCO, we are dedicated to empowering healthcare professionals with innovative financial solutions tailored to their unique needs. As a member-owned cooperative, we understand the importance of exceptional service in building trust and loyalty among our members. The Head of Customer Service position is a pivotal leadership role that shapes the daily experiences of our valued members across all touchpoints.

Based in Piassa Area, Addis Ababa, this role reports directly to the CEO and requires a leader who can drive operational excellence, champion customer-centric strategies, and guide a team committed to delivering best-in-class support.

Key Responsibilities and Expectations

Service Operations Management

The Head of Customer Service oversees all operational aspects of member support. Responsibilities include:

• Establishing Service Standards: Develop, document, and enforce comprehensive service policies that align with the cooperative’s mission.
• Performance Monitoring: Use Key Performance Indicators (KPIs) such as first-response time, resolution rates, and customer satisfaction scores to evaluate effectiveness.
• Continuous Improvement: Identify bottlenecks and implement process enhancements that drive efficiency without compromising quality.
• Regulatory Compliance: Ensure all activities adhere to SACCO regulations and data protection guidelines.

Team Leadership and Development

Leading a motivated team requires a balance of empathy and accountability:

• Coaching and Mentorship: Provide hands-on guidance and training to elevate the skills of service representatives.
• Culture Building: Foster an environment of respect, collaboration, and commitment to excellence.
• Performance Evaluation: Conduct regular appraisals, giving constructive feedback and setting clear development goals.

Member Engagement and Satisfaction

Maintaining high levels of satisfaction is crucial to Droga Health SACCO’s continued success:

• Escalation Management: Personally resolve complex or sensitive member issues promptly and with care.
• Feedback Analysis: Collect and interpret feedback to gain actionable insights into members’ evolving needs.
• Cross-Functional Collaboration: Work closely with Product Development and Marketing teams to ensure service aligns with strategic goals.

Technology Utilization and Process Automation

Leveraging technology is central to streamlining service delivery:

• CRM Optimization: Utilize advanced CRM systems to manage member data and track engagement history.
• Automation Implementation: Identify processes suitable for automation to improve turnaround times.
• Reporting: Produce clear and detailed reports to inform leadership decisions.

Ideal Candidate Profile

We are seeking a candidate with a proven track record of success in customer service leadership within financial services, SACCOs, or microfinance.

Essential Qualifications:

• Education: Bachelor’s degree or higher in Business Administration, Management, or a related field.
• Experience: Demonstrated experience managing teams and overseeing customer service operations.
• Communication Skills: Strong verbal and written communication abilities to interact effectively with diverse stakeholders.
• Analytical Thinking: Ability to interpret performance data to drive continuous improvement.
• Conflict Management: Expertise in de-escalating issues and maintaining positive member relationships.
• Language Skills: Fluency in English and relevant local languages.

Preferred Qualifications:

• Familiarity with SACCO financial products and cooperative models.
• Experience implementing CRM platforms and customer engagement technologies.

Why Join Droga Health SACCO?

At Droga Health SACCO, we are more than a financial cooperative. We are a community committed to advancing healthcare professionals’ financial well-being. As Head of Customer Service, you will benefit from:

• Competitive Compensation: Attractive salary packages aligned with your skills and experience.
• Professional Growth: Continuous learning opportunities, leadership development, and mentorship.
• Purpose-Driven Work: A chance to make a meaningful impact on the lives of healthcare professionals.

Our Commitment to Financial Inclusion

Since our establishment in April 2025, Droga Health SACCO has supported clinics, hospitals, and healthcare workers with customized financial services that enable growth and resilience. The Head of Customer Service plays an instrumental role in ensuring that every member experiences the value we promise.

By joining our team, you will help us expand our footprint while upholding the highest standards of integrity, professionalism, and innovation.

Application Process

If you are a dynamic leader passionate about customer excellence, we invite you to apply. To be considered, please prepare your application materials:

• Resume: Highlighting relevant experience and achievements.
• Cover Letter: Detailing why you are the ideal candidate for this position.

Submit your application via email to [email protected]. Please include your full name and the job title in the email subject line to ensure your application is properly routed.

Deadline: Applications will be reviewed on a rolling basis, and we encourage early submissions to expedite the recruitment process.

Contact Information

For further details regarding this vacancy, please contact our Human Resources department:

• Location: Piassa Area, Addis Ababa, Ethiopia
• Phone: Available upon request
• Email: [email protected]

We look forward to welcoming a talented professional who shares our dedication to exceptional service and cooperative values.