Location Dar es salaam
Department Retail & Digital Banking
Employment Type Full-Time
Minimum Experience Mid-level
JOB PURPOSE
1. Engage with customers through key touchpoints including calls, email, WhatsApp banking, and social media, addressing inquiries, providing information on products and services, resolving issues, and collecting feedback.
2. Enhance customer value, build loyalty, and support sales growth by delivering exceptional, customer-focused service.
3. Key tasks include cross-selling, upselling, collaborating with other departments, capturing accurate data, and handling escalations to ensure service excellence.
4. Support continuous improvement in customer service processes and contribute to innovative solutions to enhance customer experience.
KEY RESPONSIBILITIES/TASKS
1. Handle customer interactions across channels (phone, email, and social media), resolving issues, addressing inquiries, providing product/service information, and gathering feedback.
2. Educate and inform customers about bank products and services to foster engagement and loyalty.
3. Cross-sell and upsell products by identifying additional service opportunities that meet customer needs, in collaboration with sales and marketing teams.
4. Build positive relationships with customers to increase loyalty, engagement, and long-term value.
5. Share customer insights across departments to support a customer-centric approach in bank operations.
6. Ensure quality service across all bank products, consistently applying a customer-first attitude and supporting process improvements for better efficiency.
7. Contribute to customer experience enhancement by supporting feedback systems, capturing data accurately, and suggesting process improvements where applicable.
Risk Management:
1. Adhere to internal protocols to minimize risks in customer interactions.
2. Ensure data accuracy in customer records, supporting secure and reliable data handling.
3. Follow established procedures for handling complaints and escalations, ensuring timely resolution for high-impact issues.
Audit & Compliance
1. Ensure that all interactions comply with the bank’s guidelines, regulatory standards, and data protection policies.
2. Follow set procedures in complaint and escalation handling to meet compliance standards and support audit requirements.
Reporting:
1. Track key performance indicators (KPIs) related to customer satisfaction, response times, and service quality.
2. Provide regular input on customer service trends and areas for improvement to support data-driven decision-making.
3. Administration:
4. Maintain accurate records of all customer interactions, escalations, and resolutions to ensure proper documentation and traceability.
5. Support crisis management efforts by following procedures for handling high-pressure customer situations effectively.
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SKILLS, KNOWLEDGE, AND ABILITIES
1. Strong verbal and written communication skills.
2. Passion for providing excellent customer service and a positive attitude.
3. Effective problem-solving skills and decision-making ability.
4. Team player with strong collaboration skills and adaptability.
5. Ability to recognize cross-sell and upsell opportunities.
6. Self-motivated and proactive with strong time management skills.
7. Resilient and customer-focused mindset with a drive for results.
ACADEMIC / PROFESSIONAL QUALIFICATIONS
1. Bachelor’s degree in business administration, Accounting, Finance, or a related field.
Working Experience Required
1. Minimum of 1 year in a customer-facing role or related experience.
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English 
FRENCH
