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Call Centre Agent
Absa Bank Tanzania
Posted 4 months agoDar es Salaam, Tanzania
Location
Dar es Salaam, Tanzania
Job Type
Full-time
Experience
Entry-Level
Category
Customer Service
Job Description
Absa Bank Tanzania is seeking a Call Centre Agent based at Absa House in Dar es Salaam, Tanzania.
The role maintains customer satisfaction and boosts brand reputation through managing customer inquiries and complaints and providing information about products and services in real-time through phone, email, social media or any other available channel of communication.
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with Absa offers the opportunity to be part of an exciting growth journey across Africa.
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Requirements
- Further Education and Training Certificate (FETC) in Business, Commerce and Management Studies.
- Excellent communication, presentation and interpersonal skills both written and oral.
- Knowledge of Customer Service Principles and Practices.
- Knowledge of relevant computer applications.
- Product knowledge of financial products and services.
- Good understanding of the various functions in the bank such as Retail, Corporate, and Operations.
- Understanding of Customer Relationship Management systems.
- Ability to handle all types of customers including upset and angry customers.
- Previous experience in customer service.
- Adaptability, attention to detail and accuracy.
Responsibilities
- Attend to customer enquiries through different channels including phone, email, and social media.
- Provide ongoing feedback on customer service to all levels within the business.
- Ensure 80 percent of all complaints are handled and resolved at First Point of Contact.
- Assist Customer Insight team to conduct customer research.
- Capture, track and monitor complaints for timely resolution.
- Respond promptly to customer inquiries, follow up on interactions and provide feedback.
- Support business campaign drives and cross selling of products and services during customer interactions.
- Support KYC requirements compliance by educating customers to update key information.
- Ensure necessary regulatory requirements related to service are adhered to.
- Report all risk events and incidents using defined processes.
- Proactively look for ways to improve the control environment.
Benefits
- Competitive salary and benefits package.
- Opportunity to work with a leading pan-African financial institution.
- Professional development and career growth opportunities.
- Dynamic work environment in the banking sector.
How to Apply
Apply directly on the Absa careers portal. Visit the link provided to submit your application online.
