4 Contact Center Agents Job at NMB Bank

Dar es Salaam

Banking and Finance

Job Description

Job Location: Head Office

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.

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

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

CLICK HERE TO APPLY