Overview

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

• Provide high quality of integrity, good teamwork spirit and maintain excellent interpersonal relationships with other peers and management.

Customer Focus Functions

• Attend to customers’ contacts, inquiries and complaints regarding Bank’s products and services, delivery of service issues, outlet location issues and other queries to 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.

Remuneration:

CRDB BANK PLC offers competitive remuneration and benefits. Successful candidates will receive attractive and competitive package commensurate with demands of the position.

Mode of Application & Closing Date

Interested candidates who meet the above criteria should submit an Application Letter accompanied with copies of academic transcript, certificates and with a detailed up to date CV with two work-related referees addressed to the Director of Human Resources to reach him not later than ​19​^th​November 2019.

Director of Human Resources
CRDB Bank Limited
P.O. Box 268
DAR ES SALAAM
Tel: 022-2117441/7
Email: career.career@crdbbank.com