Job Description

Number of Positions: 01

Job Description

Farmers Development Organization (FDO), a Non-Banking Finance Company (NBFC) with its Central Office in Multan, has been serving communities since 1998. FDO is seeking a qualified and motivated individual to join its Islamic Microfinance Program as a Customer Care Representative.

Eligibility Criteria

Education:

Bachelor's degree in Business Administration, Social Sciences, Economics, Development Studies, Management, Communications, or a related field.
A relevant Master's degree will be an advantage.

Experience:

2–3 years of experience in customer care, microfinance, financial services, the development sector, M&E, or client feedback.
Experience with client surveys and telephone interviews is preferred.
Experience in Islamic microfinance will be an added advantage.

Key Responsibilities

Client Care: Handle client inquiries, complaints, and suggestions professionally and promptly.
Client Satisfaction Surveys: Conduct monthly surveys, analyze results, identify service gaps, and coordinate corrective actions.
Telephone and Video Feedback: Conduct structured interviews, maintain recordings with informed consent, and ensure secure recordkeeping.
Complaint Management: Register and categorize complaints, monitor resolution timelines, and escalate serious or recurring cases.
Social Media Management: Manage FDO's official social media accounts and publish approved content in line with organizational values.
Social Media Monitoring: Respond professionally to comments and messages, identify reputational risks, and report suspicious or fraudulent activity.
Branch Coordination: Coordinate with branch managers and field staff to address client feedback and conduct field visits when required.
Client Protection and Records: Maintain client confidentiality, protect personal information, and ensure accurate documentation and consent.

Benefits

Health Insurance
Life Insurance
EOBI
Festival Bonus
Provident Fund

Terms and conditions apply.

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