Exim Bank Full

Dar es Salaam

Call Center Agent

REPORTING TO:Assistant Manager-Customer Service

DEPARTMENT:Customer Service

REGION:DAR ES SALAAM
HOURS OF WORK8:00 AM-5:00 PM, Monday to Friday.

Additional hours as required by the workload.

GENERAL PURPOSE:

Handling inbound and outbound calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems, provide information and tele sales.

MAIN JOB TASKS AND RESPONSIBILITIES:

• Answer inbound calls as well as assist customers who have specific inquiries.
• Build customer’s interest in the service and products offered by the bank.
• Provide personalized customer service of the highest level.
• Update the existing database with changes and status of each customer/prospective customer.
• Good verbal and oral communication skills-fast and correct ability to create grammatically correct responses without any spelling errors.
• The person should also know what to write while utilizing web communication, be able to quickly
  recognize signals of disgruntled customer and be able to respond without getting angry.
• Ability to comprehend, capture as wel as interpret basis customer information.
• Ability to treat people with respect under all circumstances, instill trust in others besides upholding the value of the Bank.
• Sound judgmental powers, ability to manage difficult customers situation, to respond promptly to needs of the customers, solicit feedback to improve service, respond to request for services/ assistance.
• Ability to adopt to change, meet the changing demands of the work environment, any delays, or other unexpected demands.
• Dependability: to follow instructions as well as take responsibility for their actions and keep commitments
• Analyze the various part of the problem properly and develop logical solutions.
• Quality management- look for means of improving as well as promoting quality.
• Ability to make efficient use of resources.
• Ability to work well as part ofa team to exhibit objectively and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit aid others to succeed.

KEY COMPETENCIES:

• Good social skills
• A sound knowledge of telephone etiquette
• Verbal and written communication skills
• Listening skills, problem analysis and problem-solving skills, customer orientation
• Organizational skills, attention to detail, judgement, adaptability, teamwork, stress tolerance, resilience
• Persuasive, problem solving, adaptability, tenacious, negotiation skills and high energy level

EDUCATION AND EXPERIENCE:

• Diploma or equivalent.
• A minimum of two years outbound call center experience.
• Required language proficiency.
• Knowledge of customer service principles
• Knowledge of cal center telephony and technology
• Good data entry and typing skills.
• Proficient in relevant computer applications and call center systems.
• Knowledge of sales principles and methods
• Proven track record in sales.

How to Apply:

To apply, please send your CV along with all academic certificates to: [email protected] with the subject line: Call Center Agent

(Note: Only shortlisted candidates will be contacted)