5 Jobs CRDB - Contact Center Agent

CRDB Bank PLC is looking for suitable people to fill vacant positions of Contact Centre Agent (5 Positions) in the Department of Customer Service at the Head Office, in Dar es Salaam.

Job Purpose:

To attend to customer interactions including inquiries, requests, suggestions, and complaints efficiently and effectively as per Bank’s operating procedures.

Key responsibilities:

Respond to customers via different channels (social media, emails, calls and live chat) and provide a quality response as per Contact Centre guidelines.
Record all customer interactions into the system to allow quality reports and follow up of pending queries.
Seek assistance from supervisors on complex queries so as to maintain good customer service delivery.
Maintain good adherence to timetable scores to facilitate efficient management of customer queries.
Process and follow up on customers’ products/services applications received through the Contact Centre to the relevant units to ensure service delivery is done within the set agreed time.
Represent Bank’s corporate values and excellence while following approved operating procedures in every contact with customers to ensure consistent delivery of service as per the Bank’s standards.
Acquire sufficient Bank’s product/services, outlet locations, and service requirements knowledge to ensure correct information is transmitted to customers as per the Bank’s standards.
Keep records of all call information (conversations) according to standard operating procedures (in a comprehensible way).
Build sustainable relationships and engage customers by taking the extra mile.

People Management Function

Customer Focus Functions

ensure that customers are responded in a manner reflective of Bank’s standards, operating procedure, corporate culture factors and unit plans.
Provide a high quality of performance in all active Contacts, applying extra efforts to give a solution to customers in the very first contact.
Escalate and follow up to respective business units on customers’ contacts, inquiries and complaints to ensure solutions are availed to customers in a timely manner as per Bank’s standards.

Business Functions

Executes campaigns through outbound calls including welcome cycles, telesales and customer call back.
Experience, Knowledge and Skills Requirements
Bachelor’s degree in Business Studies or any other related field in customer service.
2 years of previous customer service experience is preferred.
Knowledge of banking products and services.
Knowledge of customer service practices and principles.
Competent with Contact Centre systems.
Excellent communication skills.
Willingness to go the extra mile to deliver.
Good data entry and typing skills.
Attentive Listening skills.
Problem analysis and problem-solving.
Ability to deal with/handle challenging customers.
Flexibility on change of duties and time.
Ability to cope with Contact Centre dynamics.