JOB TITLE: Contact Centre Agents—16 Positions
NMB Bank PLC
Dar is Salaam
NMB Bank Plc. is a commercial bank in Tanzania, the second-largest economy in the East African Community. It is licensed by the Bank of Tanzania
Job Location : Head Office, Hq
Job Purpose:
To serve NMB customers by determining their needs, answering their enquiries, and resolving their problems; to make customer’s banking experiences easier, quicker, and more efficient.
Main Responsibilities:
- Handle all customer enquiries and provide prompt, accurate, courteous service.
- Convert a complaint / unhappy customer into a loyal, satisfied customer with professional and empathetic service recovery.
- Log service statistics, complaints, and inquiries
- Analyse and close looping of all customer issues (new and existing ones) and establish root cause, present to Contact Centre support officers and/or Team leaders.
- Ensure all complaints are logged in NMB CURE Tool and sent to Customer Experience Business
- Support; superb follow-up to fulfil promises made to our customers.
- Ensure compliance with banking policy, standards, regulations, controls, and procedures of the bank.
- Stay updated on products, policies, and workflow procedures and ensure full compliance with operational risks and control.
- Build and reinforce consistency in maintaining the highest level of customer experience.
- Work as a team to assist NMB branches and NMB Head Office department, as well as customers, in handling customer queries regarding NMB products and services.
- Obtain and verify information professionally and courteously
Knowledge and Skills:
- Customer-orientated attitude
- Problem solving and resolution skills
- Strong interpersonal skills—written and oral
- Good organisational and teamwork skills
- Ability to work in a fast-paced environment
- Ability to manage a modern, technology-oriented product and provide customers with the knowledge required on applications.
- Familiarity with Microsoft programmes, as well as affinity for computers and the ability to quickly and effectively use client-specific computer systems and databases to review accounts and update data with accurate information.
Qualifications and Experience:
- Holder of university degree in Business Administration/Social sciences or equivalent qualifications from a recognised higher learning institution.
- Background in the Telecommunications Industry
- Experience with call centre technologies
- Experience working in a Financial/Banking industry is an Asset
- Proven sales, cross-selling, and up selling experience
NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender-balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.
NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
Only shortlisted candidates will be contacted.
Job opening date : 25-Oct-2024
Job closing date : 08-Nov-2024
How to Apply:
