Position title: Call Center Officer

Number of positions: Two (2)

Date: 30^th June 2025

Work base: Head Office

Reporting to: Head of Operations

Expected starting date: Any time

Employment Contract type: Open-ended contract.

About the ASA International (Rwanda) Plc:

ASA International (Rwanda) Plc (subsequently referred to as “ASA Rwanda”) is a for-profit, deposit taking Microfinance Institution licensed by National Bank of Rwanda and incorporated under The Companies Act, No.103495622 in Rwanda in 2014 and started operations in 2016, currently serving small business through Loans and savings in 37 branches across the country. ASA Rwanda is a subsidiary of ASA International listed on London Stock Exchange, one of the world’s largest international Microfinance institutions in the world operating in 13 countries in Africa and Asia.

As a financial company and ASA international (Rwanda) plc is mostly engaged to work for the low-income people of the country and as long as there is a possibility of financial irregularities in the activities, the company created a department/position to work to prevent any sorts of misappropriation.

Vision: Reduce poverty by improving the lives of the underprivileged with a key focus on female entrepreneurs.

Mission: We have a strong commitment to financial inclusion and socioeconomic progress.

Objective: Providing Microfinance loans for business purpose to low-income entrepreneurs with an objective of improving financial inclusion and realize socioeconomic progress. Our loans provide an alternative to low-income entrepreneurs without access to credit from traditional banks. We provide these loans using the ASA Model.

Function summary

The Call Center Officer serves as the first point of contact for customers contacting the ASA International (Rwanda) Plc via phone. He/she is responsible for handling inbound and outbound calls, providing accurate information, resolving issues, and ensuring customer satisfaction in accordance with company policies and regulatory guidelines. He/she involves delivering effective solutions using a thorough understanding of company products, services, and policies.

Duties and Responsibilities

Customer Interaction:

• Answer incoming calls promptly and professionally while maintaining a courteous and professional tone
• Handling inbound and outbound customer calls, addressing queries, complaints, and requests
• Respond to customer inquiries regarding products, services, accounts, and transactions.
• Handle and resolve complaints or escalate to the appropriate department.
• Ensure customers have the information and assistance they need and maintain the company’s positive reputation

Information Handling:

• Accurately record customer interactions in the Customer Relationship Management (CRM) or call tracking book and follow up as needed
• Maintain up-to-date knowledge of all ASA International (Rwanda) Plc’s products and services.

Service Excellence:

• Ensure first-call resolution where possible.
• Uphold the company’s service quality standards.
• Educate customers on digital banking tools (mobile app, internet banking).

Compliance and Risk:

• Adhere to all regulatory and operational guidelines.
• Maintain customer confidentiality and data protection standards.
• Report suspicious or fraudulent activities in line with company policy.

Collaboration:

• Coordinate with internal departments (e.g., operations, IT) for issue resolution.
• Support marketing and sales campaigns through outbound calling when required.

Education

Bachelor’s degree in Business Administration, Communication, Finance, Marketing, or related field.

Requirements – Skills, Knowledge, Abilities – for Call Center Officer

• Being Rwandan by nationality;
• 1-3 years of experience in customer service or call center service, preferably in a banking or financial institution.
• Excellent verbal and written communication skills
• Strong listening and interpersonal abilities
• Proficient in basic computer applications and call center systems (e.g., CRM software)
• Ability to remain calm under pressure and handle high call volumes
• Problem-solving mindset with attention to detail
• Flexibility to work in shifts, including weekends and holidays if required
• Capability to work under pressure, meet deadlines, and complete tasks efficiently.

Salary & Benefits:

• Market conforms salary and employment conditions.
• In-house Medical Insurance covering him/her and legal dependents as company policy
• Communication allowances as per company policy
• Monitoring allowance as per company policy
• Annual Salary Increment as per company policy depending on company profit
• Festival Allowance as per company policy

Cover Letter included the candidate’s expected salary; Detailed CV; copy of Degree; Work certificates from previous employers if any; any other document that may prove a candidate’s competency to the post; Copy of ID Card.

Applications should be addressed to the Chief Executive Officer of ASA International (RWANDA) Plc located in KIGALI City, GASABO District, Plot No. – 95, NTORA Village, KG 784 St. RUHANGO Cell, Gisozi Sector, Kigali, Rwanda

Online Application to be sent to [email protected]  with subject line mentioning Call center Officer. Submission of Application should be before 10^th July 2025 at 5:00 PM. Please note that only candidates with the needed qualifications and relevant experience will be shortlisted. If you do not hear from us in 2 weeks after the deadline, know that you are not meeting our requirements.

ASA International aims to attract and select a diverse workforce, ensuring equal opportunity to everyone, irrespective of race, age, gender, class, ethnicity, disability, location, and religion. Qualified women are particularly encouraged to apply.

Done at Kigali on 30^th June 2025

Signed and approved by:

Christian SALIFOU

Chief Executive Officer

ASA International (Rwanda) Plc