DOVES – WE ARE RECRUITING! Position: Business Retention Officers x7 Location: Harare Department Section: DLA Premium Accounting Incumbent Superior 2nd Level: Underwriter Incumbent Superior 1st Level: Premium Accounting Supervisor Subordinates: None
Job Summary
- Type: full-time
- Location: Harare
- Category: Customer Service
- Closing Date: 2026-09-04
Key Responsibilities
- Engage Clients Promptly: Contact clients within 24 to 48 hours of a missed payment to help recover outstanding premiums.
- Send Payment Reminders: Make proactive “courtesy calls,” especially to cash-paying clients, to remind them of due payments and guide them through available payment channels.
- Manage Payment Changes: Reach out immediately to clients whose payroll deductions (stop orders) have failed. Help them switch to alternative payment methods or adjust their policies so they do not lose their cover.
- Restore Lapsed Policies: Provide reinstatement quotes and arrange repayment plans for clients whose policies have fallen into arrears or been cancelled.
- Gather Client Feedback: Record the reasons why clients are missing payments and share this information with the Premium Accounting team to help improve future billing processes.
Requirements
- A Bachelor’s degree in Insurance & Risk Management or any related degree is required.
- A minimum of 2 years’ experience.
How to Apply
Apply by email: [email protected]
About the Company
Doves Holdings is a prominent provider of funeral services and life assurance operating across Zimbabwe. The company specializes in assisting individuals and families with planning dignified send-offs for their loved ones, offering a range of comprehensive funeral arrangements. Complementing these essential services, Doves Holdings also provides various life assurance products, designed to offer financial security and peace of mind. With a strong presence throughout the nation, Doves Holdings plays a crucial role in Zimbabwe's end-of-life planning and financial security sectors. Their commitment lies in delivering professional and compassionate care to the Zimbabwean community.
Comprehensive funeral services and life assurance solutions in Zimbabwe.
Website: https://doves.co.zw/
Frequently Asked Questions
What qualifications or certifications are typically required for a Business Retention Officer role in Zimbabwe?
A minimum of a National Diploma or Bachelor’s degree in Business Administration, Marketing, Communications, or a related field is commonly required. Some employers prefer candidates with certifications such as the ICSA Certificate in Customer Service or short courses from institutions like ZIMSEC-accredited colleges or the Zimbabwe Institute of Management (ZIM). Prior experience in customer service or client-facing roles within Zimbabwean SMEs or financial services adds strong value.
What does a typical day look like for a Business Retention Officer in Zimbabwe?
Daily tasks include proactively contacting existing clients via phone, WhatsApp, or email to assess satisfaction, resolve complaints, and identify upselling opportunities — all while adhering to local data privacy expectations under the Data Protection Act. Officers also log interactions in CRM systems, prepare weekly retention reports for supervisors, and collaborate with sales and finance teams, often using locally common tools like Excel and basic web-based platforms.
How does Zimbabwean work culture influence expectations for this role?
Respect for hierarchy, punctuality, and relationship-building through polite, face-to-face or voice-based communication are highly valued — especially when engaging with small business owners who may prefer personal interaction over digital channels. Dress code tends to be smart-casual for office-based roles, and flexibility around public holidays or local events (e.g., harvest season in rural areas) may be expected depending on employer policy.
What realistic career progression paths exist for Business Retention Officers in Zimbabwe?
With 2–3 years of strong performance, officers often progress to Senior Retention Officer, Team Leader, or Customer Experience Coordinator roles — particularly within larger banks, insurers, or telecom firms operating in Zimbabwe. Further growth may lead to roles such as Customer Service Manager or transition into sales, operations, or compliance functions, especially with additional ZIM-certified training or part-time degrees from local universities.
What benefits can I realistically expect in this role, such as leave, medical aid, or pension?
Most formal employers offer at least 22 days of annual leave, statutory sick leave, and maternity/paternity leave per the Labour Act. Medical aid is increasingly common — often through providers like NSSA-affiliated schemes or private options like Fidelity Life or Old Mutual Health — while pension contributions usually follow NSSA requirements or employer-sponsored provident funds. Benefits vary significantly between parastatals, multinationals, and local SMEs.
How do I apply, and what do Zimbabwean employers specifically look for in candidates?
Applications are typically submitted via email or online portals (e.g., LinkedIn, PNet Zimbabwe, or company websites), and must include a tailored CV highlighting local client engagement experience and references from Zimbabwean employers. Employers prioritise clear communication in English and Shona/Ndebele where relevant, proven problem-solving in resource-constrained settings, and evidence of reliability — such as consistent employment history or community involvement — which signals trustworthiness in a high-context work environment.