VACANCY – CUSTOMER CARE (National Staff)

COUNTRY PROGRAM MISSION: 

Alight Rwanda, formerly known as the American Refugee Committee, has been a key player in delivering impactful humanitarian programs since 1994. Operating in all five refugee camps in Rwanda, Alight provides integrated services in protection, health, livelihoods, and community development. The organization has pioneered initiatives like the SASA! methodology to promote gender equality, reduce GBV, and empower vulnerable populations. By fostering resilience and innovation, Alight Rwanda continues to make meaningful and sustainable contributions to refugee and host communities.

PRIMARY PURPOSE:

The customer care officer is responsible of assisting customers (patients) by providing helpful information, orienting patients, answering questions, and responding to complaints.

PRIMARY DUTIES & RESPONSIBILITIES

• Create and keep reports about customer interactions.
• Deal directly with customers either by telephone, electronically or face to face
• Direct customers to online resources
• Greet customers warmly and ascertain problem or reason for calling.
• manage and resolve customer complaints
• Resolve customer complaints via phone, email, mail, or social media.
• Respond promptly to customer inquiries
• Update customer records in the system, including notes about interactions
• Use telephones to reach out to patients and verify account information.
• Organize workflow to meet patient timeframes
• Direct requests and unresolved issues to the designated resource
• Keep records of interaction interactions and transactions
• Record details of inquiries, comments and complaints
• produce and distribute customer activity reports
• keep customer databases
• Communicate and organize with internal departments
• Follow up on customer interactions
• deliver feedback on the efficiency of the customer service process
• Perform other related duties as required by his/her supervisor

Minimum qualifications:

• A1 in Public Relation, Communication, Marketing or any other related field.
• At least 2 years of experience in related field

KEY BEHAVIORS & ABILITIES :

• Strong customer service skills, with the ability to respond to inquiries, address concerns, and deliver timely, accurate, and professional assist to clients and other stakeholders.
• Commitment to personally champion Alight’s program vision and mission, uphold the organization’s values, and inspire others to do the same.
• Demonstrates empathy, patience, respect, and cultural sensitivity when interacting with individuals from diverse backgrounds, including vulnerable persons.
• Excellent written and verbal communication skills, with the ability to communicate clearly, listen actively, and deliver appropriate information and guidance.
• Demonstrates initiative, resourcefulness, and problem-solving skills in addressing customer concerns and identifying opportunities to enhance service delivery.
• Strong interpersonal skills and the ability to build positive relationships, oversee difficult conversations, and manage complaints professionally and confidentially.
• Demonstrates professionalism, accountability, and a client-centred approach while maintaining appropriate boundaries and respecting organizational policies.
• Strong organizational and time-management skills, with the ability to prioritize inquiries, oversee multiple requests, and follow up on outstanding issues in a timely manner.
• Ability to work collaboratively with colleagues across departments to ensure effective coordination, timely resolution of customer concerns, and continuous improvement in service quality.

APPLICATION GUIDELINES:

Interested and qualifying candidates should submit applications to ALIGHT Rwanda Executive Director – to include 1 page Cover Letter, an updated CV (max. 3 pages), copy of diploma, ID and three names (plus titles & contacts) of relevant professional referees, to include most current Employer/ Supervisor ( All in one document ) – to the following link: https://app.jobvite.com/j?cj=osY0AfwK&s=Job_In_Rwanda  with the position applied for CLEARLY indicated in the subject line.The deadline for submission of applications is November 1st 2026 at 05:00 PM. Only shortlisted candidates will be contacted.

Alight is an Equal Opportunity Employer offering employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, citizenship, physical or mental disability, or protected veteran status. Alight complies with all applicable laws governing nondiscrimination in employment.