Head of Customer Service-Droga Health Sacco Vacancy

Job Title: Head of Customer Service
Location: Piassa Area, Addis Ababa
Reports To: CEO
Industry: Financial Services (SACCO/Cooperative)
Work Schedule: Monday to Friday (Full Day), Saturday (Half Day)
Educational Requirement: Bachelor’s degree or higher in a business-related field
Experience: Relevant experience required
Employer: Droga Health SACCO

About Us

Droga Health SACCO is a member-owned cooperative focused on supporting healthcare professionals through tailored savings, credit, and investment services. Since our launch in April 2025, we have been committed to providing innovative financial solutions designed specifically for doctors, nurses, clinics, and other medical professionals. We are expanding our team as we grow our reach and impact.

Position Overview

We are seeking a Head of Customer Service to lead our customer operations and ensure an outstanding experience for our members. This role is responsible for managing service delivery, resolving inquiries efficiently, and fostering a customer-first approach across the organization.

Key Responsibilities

Service Operations:

• Oversee all customer service activities to ensure timely and professional support.

• Establish and enforce service standards, processes, and policies.

• Track key performance indicators such as response times and resolution rates, and implement improvements.

Team Management:

• Lead and coach the customer service team to maintain high-quality service.

• Promote a culture of empathy, accountability, and efficiency.

• Conduct regular evaluations and performance feedback sessions.

Member Engagement:

• Manage escalated member concerns and ensure effective resolutions.

• Collaborate with other departments to improve member engagement strategies.

• Collect and analyze feedback to enhance service delivery.

Technology & Efficiency:

• Utilize CRM systems and digital tools to improve workflows.

• Identify and implement automation where appropriate.

• Ensure adherence to all regulatory and compliance standards.

Candidate Profile

Required:

• Proven experience leading customer service teams, preferably in financial services, SACCOs, or microfinance.

• Strong communication and interpersonal skills.

• Ability to manage conflict and maintain member satisfaction.

• Analytical skills to interpret service data and guide improvements.

• Fluency in relevant local languages.

Preferred:

• Familiarity with SACCO operations and financial products.

• Experience with CRM platforms and service optimization tools.

Why Join Droga Health SACCO?

• Competitive compensation and opportunities for professional growth

• Join a purpose-driven organization committed to financial inclusion and healthcare advancement

How to Apply

To apply, please send your resume and cover letter to drogahealthsacco@gmail.com. Include your name and the job title in the subject line.

Deadline: Applications will be reviewed on a rolling basis.