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Consultant Customer Care Centre
Standard Bank
Dar es Salaam, Tanzania
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Job Description
Job Purpose
To receive and resolve inquiries, queries, and complaints from both internal and external customers while maintaining the set quality standards and bank processes and procedures.
Key Responsibilities/Accountabilities
- Receive customer queries through any contact channel and ensure they are answered within set SLA.
- Respond to customer queries through any contact channel while maintaining the set quality standards.
- Complete customer security check for all queries and complaints that require customer verification as per the set bank processes and procedures.
- Log all received inquiries, queries and complaints accurately in the available tracking system for records and MIS purposes.
- Follow and adhere to defined and agreed scripts, processes and procedure while handling customer queries.
- Acquire and maintain knowledge on bank products and the use of applications to aid in satisfactory query resolution.
- Follow the escalation process to ensure queries get resolved within the set and agreed SLA
- To proactively communicate identified risks and opportunities (sale leads) while handling customer queries and complaints nafasi za kazi
- Monitor, contact customer and verify the authenticity of Visa transactions to curb fraud.
- Report working tools that are not in working condition to the Team Leader / IT for attention.
Preferred Qualification and Experience
Knowledge
- A university degree in any relevant field
- knowledge of the bank’s products and services will be an advantage
- The ability to communicate fluently in English will be an advantage.
Experience
- 1-2 years experience in branch banking with exposure to a front-office role or in a Call Centre front-office role in any service industry.
Knowledge/Technical Skills/Expertise
- Be able to work well within a team, towards a shared goal
- Be able to work under pressure, with demanding customers
- Creative in looking for and suggesting improvements
- Ability to convey factual information clearly and accurately
- Self-motivated
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