4 Contact Center Agents Job at NMB Bank

Contact Center Agents Job at NMB Bank

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


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