Job Title: Head of Customer Service
Location: Addis Ababa,Piassa Area
Reporting To: CEO
Industry: Financial Services (SACCO/Cooperative)

Work Condition: Monday through Friday Full Day and Saturday, Half Day

Qualification: BA Degree and above  in any business related fields 

Work Experience: Relevant 

Employer: Droga Health Sacco

• Droga Health SACCO is a community-driven cooperative committed to advancing health sector improvement through innovative savings, credit, and investment products. It is a new financial solution by and for healthcare professionals. Currently we are growing our team. Since our April 2025 launch, we’ve been building simple, smart financial solutions tailored specifically for doctors, nurses, clinics, and medical staff and other health professionals because they deserve financial service that understands healthcare.

About the Role: 

• We are looking for a Head of Customer Service to lead our member service operations and elevate the customer experience. You will ensure exceptional service delivery, resolve member inquiries efficiently, and drive customer satisfaction across all touchpoints.

Key Responsibilities:

Service Excellence & Operations:

• Oversee all customer service operations, ensuring prompt and professional responses to member inquiries.

•  Develop and implement service standards, policies, and procedures to enhance member satisfaction.

• Monitor service performance metrics (e.g., response times, resolution rates) and implement improvements.

Team Leadership & Training:

• Lead, mentor, and train the customer service team to deliver high-quality support.

• Foster a customer-centric culture, emphasizing empathy, accuracy, and efficiency.

• Conduct regular performance reviews and provide coaching for continuous improvement.

Member Engagement & Retention:

• Address escalated member concerns and ensure timely resolution.

• Collaborate with marketing and business development teams to enhance member engagement strategies.·

• Gather member feedback to identify pain points and recommend service enhancements.

Technology & Process Optimization:

• Leverage CRM tools and digital platforms to streamline service delivery.

•  Identify automation opportunities to improve efficiency without compromising service quality.

• Ensure compliance with regulatory requirements in all customer interactions.

Job Requirements

Ideal Candidate:

• Proven experience in customer service leadership, preferably in banking, microfinance, or SACCOs.

• Strong interpersonal and conflict-resolution skills with a passion for member satisfaction.

•  Excellent communication skills (written and verbal) in [relevant languages].

• Analytical mindset with the ability to interpret data for service improvements.

• Knowledge of financial products and cooperative operations is a plus.

Why Join Us?

• Competitive salary and growth opportunities in a values-driven organization.

•  Be part of a cooperative that prioritizes community and financial inclusion.

How To Apply

Interested, qualified applicants should apply by sending their resume and cover letter to drogahealthsacco@gmail.com with their name and the position in the subject line.
Ready to transform customer service in our SACCO? Apply today!