4 Contact Center Agents Job at NMB Bank
Dar es Salaam
Banking and Finance
Job Description
Job Location: Head Office
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Job Purpose:
- To serve NMB customers, by determining their needs, answering their inquiries, and resolving their problems;
- To make customers’ banking experiences easier, quicker, and more efficient.
- Main Responsibilities: Deliver world-class one-stop customer service via phone
- Handle all customer inquiries; provide prompt, accurate courteous service.
- Service recovery – turn a complaint / unhappy customer into a loyal satisfied customer with professional and empathetic service recovery.
- Follow-up activity arising from customers’ call
- Resolution of complaints.
- Logging of service statistics, complaints, and inquiries
- Analyzing and close looping of all customer’s issues (new and existing ones) and establishing root causes, presenting to
- Contact Centre support officers and/or Team leaders.
- Meet or exceed service standards and target
- Ensure that all complaints are logged in the NMB CURE tool and sent to the Customer Experience Business
- Support; Superb follow-up to fulfill promises made to the customers.
- Ensure compliance with the 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 the NMB Head Office department, as well as customers, in handling customer queries regarding NMB products and services.
- Obtain and verify information using professionalism and courteous telephone techniques.
4 Contact Center Agents Job at NMB Bank
Knowledge and Skills:
- Knowledge of managing customer complaints
- Customer-oriented attitude
- Problem-solving and resolution skills
- Strong interpersonal skills – written and oral
- Good organizational skills and teamwork spirit
- Ability to work in a fast-paced environment
- Ability to manage modern, technology-oriented products and provide customers with the knowledge required on applications.
- Familiarity with Microsoft programs, as well as an 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.
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Qualifications and Experience:
- Bachelor’s degree or its equivalent in Business Administration/Social sciences or other relevant qualifications from recognized higher learning institutions.
- Strong Background in the telecommunication industry
- Experience with call center technologies
- Experience working in the Financial/Banking industry is an Asset
- Proven sales, cross-selling, and up-selling experience
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NMB Bank Plc is committed to creating a diverse environment and is proud to be an equal-opportunity employer
Job opening date: 26-Oct-2022