Call Center Agent
REPORTING TO:
Assistant Manager-Customer Service
DEPARTMENT:
Customer Service
REGION:
DAR ES SALAAM
HOURS OF WORK
8:00 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.