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 Liberia is looking for competent, dynamic and self-motivated
Liberians to fill the following regular position
Positions N0. Of vacancies: One (1)
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Job Title : Customer Support Officer
Tenure : 1 year
Salary : Negotiable
Programme : Microfinance
Duty Station : Country Office- Monrovia
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Main Job/ Responsibilities:

• Respond quickly to complaints about the phone, 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 field staff are trained to collect, record, resolve complaints and update feedback
register regularly
• Collect and compile all complaints from the field level
• Update the database/register when a complaint is resolved
• Create and maintain reports about customer feedback
• Analyze complaint trend and prepare periodic reports/presentation for management in
all meetings
• Train field staff to handle complaints (e.g. The importance of client complaints in
improving client relations and mitigating risks such as client exit)
• Help develop and implement client exit interview form and audit tools to monitor and
mitigate client dropouts
• 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

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Knowledge, Skills and competencies:

• Problem Solving & Organizational Skills
• Microsoft Office (MS Word, MS Excel, and MS PowerPoint)
• Positive attitude, patience & adaptability
• Ability to work well under pressure with minimum supervision
• Proven customer support experience
• Planning and organizational skills
• Report-writing skills
• Good team player

Education and Experience:
• BSC in Management or its equivalent
• 3 years working in similar position
Application procedure
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 qualifications.Click the apply button below to apply via the system.
Deadline: January 20, 2020
Please note that only short listed applicants will be contacted. Females are strongly
encouraged to apply.
BRAC Liberia upholds the principle of Safeguarding. Everybody within the Organization
is responsible for safeguarding employees, participants and community members,
everybody should intervene to stop abuse wherever possible. Everybody should report
abuse.