Friday, 15 November 2019

5 Job Opportunities at CRDB

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

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