Job Title: Relationship Officer – Contact Centre
Department: Customer Experience
Reporting to: Senior Manager – Contact Centre
Employment Type: Full-Time
To provide high-quality, consistent, and responsive customer service across multiple channels including inbound and outbound calls, digital platforms, and social media. The Relationship Officer ensures accurate query resolution, effective complaint handling, compliance with regulatory requirements, and identification of cross-selling opportunities, thereby contributing to enhanced customer satisfaction, operational efficiency, and business growth.
Attend to customer inquiries and requests through voice calls, live chat, WhatsApp, email, and social media platforms in accordance with assigned shifts.
Deliver timely, professional, and courteous customer service in line with defined Service Level Agreements (SLAs), Average Handle Time (AHT), and response time targets.
Effectively manage workload and time to achieve productivity, utilization, and occupancy targets.
Resolve customer inquiries at first point of contact where possible using approved systems, tools, and procedures.
Educate customers on Bank products, services, features, processes, and digital channels to improve understanding and correct usage.
Identify and accurately escalate complex issues and complaints following established escalation procedures.
Capture, document, and escalate customer feedback and service improvement opportunities, acting as a positive brand ambassador.
Ensure strict adherence to internal policies, procedures, and regulatory requirements including KYC, data privacy, confidentiality, fraud prevention, and protection of customer funds.
Identify upselling and cross-selling opportunities during customer interactions and refer qualified leads in line with Bank guidelines.
Accurately record all customer interactions in the CRM or approved data capture systems to support tracking, reporting, and analysis.
Achieve high First Contact Resolution (FCR) through effective use of systems, knowledge bases, and standard operating procedures.
Participate in Contact Centre trainings, refresher sessions, coaching, and knowledge-sharing forums.
Complete mandatory organizational and Contact Centre e-learning programs and assessments within set timelines.
Meet or exceed Quality Assurance (QA) assessment standards and implement feedback from coaching sessions.
Actively contribute ideas for process, product, and service improvements.
Customer Satisfaction (CSAT) scores
Quality Assurance (QA) scores
First Contact Resolution (FCR)
Average Handle Time (AHT)
Service Level and response time achievement
Accuracy and completeness of CRM documentation
Compliance with internal policies and regulatory requirements
Bachelor’s degree in business, Communication, Marketing, or a related field (preferred)
Previous experience in Customer Service, Contact Centre, or Banking Operations is an added advantage
Excellent verbal and written communication skills
Strong customer service orientation and problem-solving ability
Ability to identify upselling and cross-selling opportunities
Strong negotiation and conflict management skills
Ability to work effectively under pressure in a high-volume environment
Strong multitasking and time management skills
Proficiency in computer applications, including CRM systems and Microsoft Office
Good typing speed and ability to navigate multiple systems simultaneously
Team player with a positive attitude and willingness to support colleagues
Shift-based, high-volume Contact Centre environment
Multi-channel operations requiring flexibility and adaptability
Performance-driven and customer-focused setting
Induction and rotational training across Branch and Bank operations
Call handling and telephone etiquette training
Customer Service training
Quality Assurance and Performance Management training
Know Your Customer (KYC), Anti-Money Laundering (AML), and Suspicious Transaction Monitoring (STM) training
Fraud Prevention training
Product and Systems training
PC and Keyboard skills training
Name of Employee: ____________________________________
Designation: _____________________________________
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Name of Line manager: ____________________________________
Designation: _____________________________________
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If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your job application cover letter along with a detailed resume, copies of the relevant certificates and testimonials in a single PDF file format, quoting the respective Job title or Ref no. in the subject field to TZRecruitment@equitybank.co.tz by Friday 22nd May 2026.
Only short-listed candidates will be contacted.
Equity Bank is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights and values, and what they bring to the workplace.
By submitting your application, you consent to Equity Bank Tanzania Limited collecting and processing your personal data strictly for recruitment, selection, and, where applicable, employment purposes. Equity Bank Tanzania Limited will process your personal data in accordance with the Data Protection and Privacy Act, Cap 97, and its Data Privacy Policy. Your personal information will be treated with the highest level of confidentiality and will not be shared with unauthorized third parties, except where disclosure is required by law or regulatory obligation.