One-Stop Service Centre (OSSC) Digital Services Officer

Reporting to: Senior One-Stop Service Centre Coordination Officer

Duty station: Lilongwe

Purpose of the Role

Deliver a seamless, technology-enabled investor experience by operating MITC’s digital portals, guiding clients through processes, and ensuring information is accurate, up-to-date and accessible with minimal supervision.

Key Duties & Responsibilities

• Facilitate timely processing of Investment Certificate applications, including convening and coordinating IAC meetings, and providing prompt feedback within statutory timelines.
• Guide clients to navigate the MITC portal, resolve access issues, and complete end-to-end digital submissions.
• Regularly update portal content, FAQs, service standards and investment guides; maintain accurate datasets and publish status dashboards.
• Support on-demand access to land, immigration permits, taxation services and incentives by coordinating with relevant MDAs and tracking cases digitally.
• Use ChatGPT and other AI tools to draft client communications, knowledge-base articles and service updates; design simple collateral in Canva when needed.
• Compile and circulate an updated investment pipeline/database monthly and submit consolidated activity reports.
• Provide courteous, solutions-oriented front-line support—on site and online—ensuring a high-touch, people-centred service culture.

Qualifications, Skills & Attributes

• Bachelor’s degree in Economics, Business Management/Administration, Information Systems or a closely related field.
• Hands-on experience with digital tools (CMS/portals/CRMs), ChatGPT and other AI productivity apps; working knowledge of Canva.
• Strong command of spreadsheets and dashboards (data entry hygiene, pivots, simple KPIs/visuals).
• Excellent customer service, communication and problem-solving skills; a genuine people person with the ability to work independently and under minimal supervision.
• Minimum of 2 years relevant experience in client service, digital operations or coordination roles.