To support the receipt, investigation, and resolution of customer complaints across the Company’s digital lending products, ensuring timely, fair, and satisfactory outcomes in line with the Company’s complaints handling policy and regulatory requirements.
Job Summary
- Job Type: Internship
- Location: Blantyre, Malawi
- Category: Customer Service
- Closing Date: 2026-09-25
Key Responsibilities
- Receive, log, and categorize customer complaints received.
- Investigate complaints by liaising with relevant departments (Credit, Collections, IT, Compliance) to establish facts and root cause.
- Ensure complaints are resolved within defined turnaround times and in line with the Company’s complaints handling policy and regulatory guidelines.
- Communicate resolution outcomes to customers clearly, professionally, and empathetically.
- Maintain an accurate and up-to-date complaints register for reporting, audit, and regulatory purposes.
- Identify recurring complaint trends and escalate systemic issues to management for corrective action.
- Support the preparation of periodic complaints reports for management and regulatory submission.
- Assist in reviewing and improving complaints handling processes and customer service standards.
Requirements
- Bachelor’s Degree in Business Administration, Communications, Social Sciences, or a related field.
- Strong written and verbal communication skills.
- Excellent interpersonal skills with a customer-centric mindset.
- Ability to remain calm, empathetic, and professional when handling difficult or sensitive customer interactions.
- Good analytical and problem-solving skills.
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Prior exposure to customer service, call centre, or complaints handling is an advantage.
How to Apply
Frequently Asked Questions
What qualifications do I need to apply for a Complaints Handling Internship in Malawi?
Most employers require a Diploma or Bachelor's degree in Business Administration, Public Relations, or a related field. Strong communication skills in English and Chichewa are essential, along with basic computer proficiency in Microsoft Office.
What are the typical day-to-day responsibilities of a Complaints Handling Intern?
You will log customer complaints through phone calls, emails, or in-person visits, and escalate unresolved issues to senior staff. Interns also prepare weekly reports, follow up on complaint resolutions, and assist in updating customer databases.
How does workplace culture affect interns in Malawian customer service roles?
Malawian workplaces value respect for hierarchy, punctuality, and teamwork. Interns are expected to dress professionally, address supervisors formally, and demonstrate patience when handling frustrated customers.
What career progression opportunities exist after completing this internship?
Successful interns may advance to permanent roles such as Customer Service Officer, Complaints Analyst, or Client Relations Coordinator. Some progress into supervisory positions or transition to quality assurance and training departments.
What benefits should I expect as an intern in Malawi?
Benefits vary by employer but often include a modest stipend, lunch allowances, and transport reimbursement. Medical aid and pension contributions are rare for internships but may be offered by larger corporations or NGOs.
What do Malawian employers look for when hiring Complaints Handling Interns?
Employers prioritize emotional intelligence, problem-solving ability, and demonstrated experience through volunteer work or university projects. A well-written CV highlighting communication skills and any customer-facing experience significantly improves your chances.