Nafasi ya kazi :- Simplepay Capital Job Vacancy — Call Centre Agent

Call Centre Agent

Simplepay Capital Financial Services Tanzania 

Dar es Salaam

Job Overview

Simplepay Capital Financial Services Tanzania Ltd is seeking to recruit a qualified and motivated Call Centre Agent to join its team in Dar es Salaam, Tanzania.

The successful candidate will be responsible for managing overdue loan accounts through effective customer follow-ups, professional engagement, and repayment negotiations. The role is intended to support the company in reducing Portfolio at Risk (PAR) to below 2% while maintaining strong customer relationships and ensuring adherence to company processes.

Job title: Call Centre Agent

Organization: Simplepay Capital Financial Services Tanzania Ltd
Location: Dar es Salaam, Tanzania
Level: Entry
Job type: Fixed-term contract
Number of positions: 1
Application deadline: 22 May 2026

Job Purpose

The Call Centre Agent will be responsible for managing overdue loan accounts through effective follow-ups, customer engagement, and repayment negotiations.

The role aims to support the company in reducing Portfolio at Risk (PAR) to below 2%, while ensuring strong customer relationships and compliance with company procedures and operational processes.

Key Objectives

The key objectives of this role include:

• Reducing and maintaining Portfolio at Risk (PAR) below 2% across assigned portfolios.
• Ensuring daily follow-up of overdue accounts in line with established Standard Operating Procedures (SOPs).
• Maintaining structured repayment plans for all overdue customers.
• Identifying, flagging, and escalating risks, fraud, and operational issues.
• Supporting branch and field teams in collection and recovery efforts.
• Enhancing coordination between the Call Centre, Branch Teams, and Field Teams.

Key Responsibilities
The Call Centre Agent will be responsible for the following duties:

• Manage and follow up on an assigned portfolio of overdue accounts on a daily basis.
• Ensure all accounts have clear repayment plans, promises to pay (PTPs), and dispositions recorded in the system.
• Achieve daily collection targets and closed account targets.
• Engage customers professionally to negotiate repayments and resolve payment delays.
• Educate customers on repayment benefits, credit history, and the consequences of default.
• Address customer complaints and correct misunderstandings related to products and policies.
• Maintain accurate and timely documentation of all customer interactions.
• Escalate difficult cases, fraud risks, and identification issues to the Collections Team.
• Collaborate with branch and field teams for follow-ups, repossessions, and account actions.
• Provide feedback on default trends, customer behavior, and process gaps.
• Handle customer inquiries, including loan balances within the assigned portfolio.
• Ensure consistent follow-up even for customers making partial payments.

Qualifications and Requirements
Applicants should meet the following qualifications and requirements:

• Diploma or Bachelor’s Degree in Business, Finance, or a related field.
• Previous experience in debt collection in a call centre is required.
• Strong communication and negotiation skills.
• Ability to work under pressure and meet daily targets.
• Good problem-solving and conflict resolution skills.
• High level of integrity and professionalism.
• Basic computer skills and ability to work with systems.
• Fluency in both Swahili and English.

Key Competencies
The ideal candidate should demonstrate the following competencies:

• Customer focus and relationship management.
• Persuasion and negotiation skills.
• Attention to detail and strong documentation skills.
• Accountability and a results-driven mindset.
• Ability to handle difficult conversations professionally.

How to Apply

Interested and qualified candidates are invited to submit their application letter and updated CV via email to:

[email protected] 

Applicants should use the following email subject line:

Job Application – Call Center Agent

Only shortlisted candidates will be contacted to attend an interview.

Equal Opportunity Employer Statement
Simplepay Capital Financial Services Tanzania Ltd is an equal opportunity employer and values diversity in the workplace.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability, marital status, or any other characteristic protected by applicable laws and regulations in Tanzania.