Company Profile

VisionFund Ghana (VFG) is a subsidiary of VisionFund International, the parent company of a network of 28 microfinance institutions operating in Africa, Asia, Latin America, and Eastern Europe. VisionFund International is a wholly owned subsidiary of World Vision International, a Christian relief, development and advocacy organization. Working together, we provide the foundation for local economies to flourish in healthy and safe communities.
We are an organization that have high ethical standard in doing our work. We have zero tolerance towards incidence of violence or abuse against children or adults living in the communities we work. Safeguarding children and adults in communities we serve is fundamental to all VFG activities and therefore a requirement for every employee.

Job Description

Purpose
The Customer Service Officer will be assisting in ensuring that service delivery standards of the Institution are met by all staff. He/she will serve as link between VisionFund Ghana and its clients through frequent interactions in relation to satisfaction with institutional policies, processes and procedures and overall product and service delivery.

Key Responsibilities

• Make outbound calls to clients on daily basis in Dagbani and in any of these other languages Wale, Frafra, Hausa and Twi.
• Disseminate products/services information to clients in Dagbani and in any of these other languages Wale, Frafra, Hausa and Twi.
• Receive and respond timely to all product and service enquiries over phone or by walk in clients in required language
• Keep records on all enquiries and follow up on customer calls where required to ensure it translates to desired result
• Handle and resolve clients’ complaints regarding products/services within the stipulated time.
• Work with branch teams to record and resolve completely all complaints within the stipulated time
• Call clients who have been disbursed within the month/beginning of each loan cycle and ascertain their satisfaction and experience for product and service delivery improvement.

Required Skills or Experience

• Qualified applicant must be able to speak and understand Dagbani and any of these other languages Wale, Frafra, Hausa and Twi.
• HND Marketing or a good first degree in any discipline especially Marketing
• Candidate should have completed National Service.