Digital Complaint Resolution Officer
ZamZam Bank
Business
Business Administration
Addis Ababa
2 years
1 Position
2025-06-26
to
2025-07-06
develop reporting software
hardware platforms
Accounting
Business Administration
Management
Computer sciences
Full Time
Share
Job Description
Taking its name from ZamZam Holy Water which gave life to the barren land of Makkah, springing the hills of Safa and Marwa; ZamZam Bank is working towards ensuring sustained economic growth.
Zamzam bank is aspiring and working relentlessly towards its vision of becoming the leading shari’ah compliant and all-inclusive bank in Africa by 2030. It is contributing to the economy by providing full-fledged interest free, affordable, effective banking and financial services to diverse individuals and organizations; and by promoting economic stability and financial access through its extensive branch networks.
The reputation of the bank is positioned on not only for its championship for pioneering financial inclusiveness, but also for its unwavering commitment to sheriah compliance products and services; strong networking; resources and organizational learning; innovative leadership and management practices; state of the art core banking systems and its international recognitions.
We are searching talented individuals to join us on our journey towards sustainable growth that enhance financial inclusion with a special focus on the part of society that is alienated from the financial system due to their religious beliefs or other factors. Is this you?
Your profile
Whether you want a career as a visionary professional banker in full-fledged interest free banking sector, or need to make sure that your earning is from halal source or second our cause towards ensuring sustained economic empowerment & stability through financial inclusiveness, we offer you these possibilities.
Job Purpose
Addressing and resolving customer inquiries through the banking website and digital platforms aligns with the bank’s vision of by delivering exceptional customer service that ensuring seamless a positive customer experience for all clients.
Duties & Responsibilities:
Manage digital channels feedback and inquiries (email, telegram, WhatsApp, Facebook etc.)
Work on continuous improvement of digital interfaces based on customer behavior and feedback.
Provides analytical support to both the Customer Experience and Complaint Management team.
Ensures integrated reporting to track trends, customer sentiment, and resolution effectiveness.
Gathers and interprets customer feedback, surveys, and market data
Lead the development of dashboards and performance reports, tracking metrics like Net Promoter Score (NPS) and customer satisfaction
Place of Work: Head Office
What we offer you: The position comes with a competitive salary and an attractive remuneration package.
Job Requirements
Educational Qualification
BA/BSc Degree in Computer science IS, business administration, management, accounting or related field. Certification in Islamic Banking is an added advantage.
Work Experience
Minimum 2 years of experience in website and digital channels management Digital marketing, Digital banking, CRM, Quality assurance and Customer Complaint Management. Experience or skill in AI tools or system and social media platforms affiliation is basic.
Required Competencies
Familiarity with supporting customers on digital platforms including mobile banking, internet banking, and chat bots, ensuring smooth and positive digital experiences.
Skill in gathering, analyzing, and interpreting customer feedback to drive continuous service improvements.
Skill in managing communication during crises or reputational threats in a calm, strategic, and ethical manner.
Understands and prioritizes customer needs, treats clients with respect and empathy, and goes the extra mile to ensure satisfaction.
Resolves customer issues or compliance violations effectively, using sound judgment and Shariah considerations.
Communicates clearly, professionally, and with cultural sensitivity to ensure customer understanding and compliance awareness. With more than one local language proficiency
Ability to work with a diversified team
How to Apply
Interested applicants who meet the above requirements can submit their application letter, updated CV and credentials in PDF format by clearly stating the position that you are applying for through the application link THIS LINK within 10 days from the date of announcement.
Only shortlisted applicants will be contacted.
Fields Of Study
Accounting
Business Administration
Management
Computer sciences
Skills Required
develop reporting software
hardware platforms
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