JOB OPPORTUNITY

BRAC is the world’s largest, leading development organization dedicated to poverty alleviation and empowerment of the poor. Initiated in Bangladesh in 1972, BRAC now operates in 11 countries across Asia, Africa and the Americas. To counter poverty and promote social empowerment, BRAC strategically integrates development programs in microfinance, agriculture, health, education, human rights and legal aid, community empowerment and more.

BRAC Liberia launched in 2008 with programs in Microfinance, Small Enterprise Development, Agriculture, Food Security & Livestock, Health, Empowerment and Livelihood for Adolescents, Ultra Poor Gradation Program now impacting the lives of over 560,000 Liberians. BRAC Liberian is looking for competent, dynamic and self-motivated Liberians to fill the following regular position.

No. of Vacancies: 3

Job Title : Customer Support Officer

Staff Category : National

Tenure : 1 year (Renewable)

Salary : Negotiable

Reports to : Social Performance Manager

Duty Station : Paynesville Region, St. Paul Region & Gbarnga Reg.

Safeguarding Job Responsibilities

1. Ensure the safety of team members from any harm, abuse, neglect, harassment and exploitation to achieve BRAC’s goals on safeguarding.
2. Act as a resource of support and expertise on safeguarding for establishing a safe working environment.
3. Practice, promote, and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action. d. Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage other to do so.

Job Summary

The job holder will handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents.

Key Duties:

• Respond quickly to complaints at the branch offices within the assigned region, answer questions and solve simple problems.
• Record complaints in the database/ register
• Refer to the appropriate manager for more serious issues.
• Follow up on clients to ensure proper complaints resolution and customer satisfaction. • Ensure clients complaints are collected, recorded, resolve and update feedback register regularly.
• Collect and compile all complaints, resolve or unresolve from the assigned region at the field level and report to the CSO at Country Office on a weekly and monthly basis. • Update the database/register when a complaint is resolved.
• Create and maintain reports about customer feedback.
• Train field staff to handle complaints (e.g. The importance of client complaints in improving client relations and mitigating risks such as client exit)
• Ensure the implementation of client exit interview form fallout by BM, collect, compile and submit clients exit report to CSO at country office on a weekly and monthly basis. • Informs clients about their right to complain and how to submit a complaint to the appropriate person.
• Occasionally attend group meetings or visit individual clients at their business premises while scheduled or impromptu to check and resolve any complaints.
• Report and escalate unresolved issues to management as needed.
• Improve on the complaints handling mechanism over time.
• Perform other related duties as assigned.

Safeguarding Responsibilities

○ Ensure the safety of team members from any harm, abuse, neglect, harassment and exploitation to achieve the programmer’s goals on safeguarding

implementation.

○ Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.

○ Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.

○ Follow the safeguarding reporting procedure in case any reportable incident takes place and encourage others to do the same.

Required Skills / Capacity:

• Problem Solving
• Microsoft Office (MS Word, MS Excel, & MS PowerPoint)
• Positive attitude, patience & adaptability
• Ability to work well under pressure with minimum supervision
• Proven Customer Support Experience
• Planning & Organizational Skills

Experience & Experience Requirements:

• Bachelor’s degree in management or Diploma in Customer Service
• At least 2 years of experience in Customer Service

BRAC is committed to safeguarding children, young people and vulnerable adults, and expects all employees and volunteers to share this commitment. Therefore, our hiring process includes extensive background checks and criminal records disclosure. BRAC is an equal opportunities employer.

All qualified and interested applicants can submit a cover letter with their CVs with three referees, one of which should be your current or most recent employer/line manager, along with copy of your educational qualification. Applications should be submitted by email to: Recruitment.Liberia@brac.net , with the position title on the subject line.

DEADLINE: October 20, 2023

Kindly note that female candidates will be given preference for this role.