Find Your Dream Jobs Today | Tanzania: Customer Care

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<br /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Overview</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Job ID: 28180</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Job Sector: Banking</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Closing Date: Oct 23 2017</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Country: Tanzania</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Region/State/Province/District: Dar es Salaam Region</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Location: Dar es Salaam</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Job Details</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Retail & Business Banking</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Job Purpose</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">To lead the inbound and outbound contact centre functions to deliver services, sales, retention and on-boarding functions to all segments in the personal and business banking department, which align to the business and distribution strategies to achieve customer satisfaction and financial objectives</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Key Responsibilities/Accountabilities</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">To develop and run the Contact Centre sales and service delivery offerings to meet customers’ dynamic needs.</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">To manage the daily functioning of the Contact Centre to ensure sales, service, on-boarding and retention delivery standards are met and maintained in line with banks defined standards.</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">To use analyzed data and feedback/observations to initiate or approve recommendations on key performance indicators, processes, operations of the Contact Centre in order to improve performance and customer experience.</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">To action on escalated customer complaints and also ensure customer inquiries, queries and complaints are resolved as per the Banks Customer Service standards, policies and guidelines.</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">To guide the Team Leaders and all other roles in the Centre to clearly define their responsibilities and develop key performance indicators/goals to ensure effective and efficient functioning of the contact centre.</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">To actively support the Bank’s policy and best practice in the area of risk, compliance and security, with particular emphasis to protection of sensitive customer information.</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">To analyze performance, highlighting problem areas and identifying improvement actions to ensure set performance goals of the Centre are met.</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">To identify, initiate and drive projects that are geared to improve performance of the customer contact centre.</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">To undertake regular one-on-one meetings, team meetings, training, counselling and coaching sessions for direct reports and all Centre staff to ensure staff engagement and people development.</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">To conduct regular performance appraisals and remuneration reviews for direct reports and also ensure all Centre staff are regularly and fairly apprised.</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">To plan and manage the Contact Centre expenditures to ensure the Centre is run within the allocated budget.</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Preferred Qualification and Experience</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Proven call centre management experience, including a clear understanding of call centre technology</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">An ability to think and act at a strategic level</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Budgetary creation and management</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Experience in supervising, leading and directing a team in a service unit</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Experience in training, coaching and facilitation</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Knowledge/Technical Skills/Expertise</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">University Degree in a relevant field</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Certification in Call Centre Operations</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Sound knowledge of Customer Administration, Soft Skills and Query processing architecture</span><br style="background-color: white; box-sizing: border-box; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;" /><span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;">Bank systems and Products are an advantage</span><br />
<span style="background-color: white; color: #666666; font-family: 'Source Sans Pro', sans-serif; line-height: 24px;"><b><a href="https://careers.peopleclick.eu.com/careerscp/client_standardbankgroup/external/en_US/jobDetails.do?functionName=getJobDetail&jobPostId=50052&localeCode=en-us" target="_blank">APPLY NOW</a></b></span></div>

Customer Care Dar es Salaam Jobs Senior / Management Manager, Customer Contact Centre

Overview Job ID: 28180 Job Sector: Banking Closing Date: Oct 23 2017 Country: Tanzania Region/State/Province/District: Dar es Salaam Regi...

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<b>NAFASI ZA KAZI TANZANIA SOCIAL ACTION FUND</b></div>
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Tanzania Social Action Fund (TASAF) is currently implementing productive social safety Net program which is aim to protecting the vulnerable poor households from the severest consequence of poverty by implementing interventions that will lead to increased household incomes and opportunities while increasing consumption</div>
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<b>TASAF</b> Executive Director is inviting applications from suitably and qualified Tanzanian nations to fill the vacant post at its head office</div>
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<b>Title : Customer Care Assistant</b><br />
Appointing Authority : TASAF Management Unit<br />
Reporting Relationship : Reports to the GRM officer<br />
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<b>BASIC FUNCTIONS:</b><br />
To assist the GRM office to handle beneficiaries’ complaints, provide appropriate solutions and<br />
alternatives within the time limits; follow up to ensure beneficiaries’ needs are satisfied.<br />
She/He shall:<br />
a) Handle beneficiaries complaints, provide appropriate solutions and alternatives within the<br />
time limits; follow up to ensure resolution<br />
b) Keep records of beneficiaries interactions,<br />
c) Manage large amounts of incoming calls and provide accurate, valid and complete<br />
information by using the right methods/tools<br />
d) Identify and assess customers’ needs to achieve satisfaction<br />
e) Answer questions from PSSN beneficiaries and provide guidance and feedback<br />
f) Measure performance with key metrics such as call abandonment, calls waiting etc.<br />
g) Ensure adherence to policies for attendance, established procedures etc.<br />
h) Keep management informed on issues and problems<br />
i) Prepare monthly/annual results and performance reports<br />
j) Build sustainable relationships and trust with customer accounts through open-end<br />
interactive communication<br />
k) Follow communication procedures, guidelines and policies<br />
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<b>QUALIFICATIONS:</b><br />
a) Diploma in Customer Care or equivalent qualification.<br />
b) At least two (2) years experience in relevant field<br />
c) Must be computer literate.<br />
d) Good communication and interpersonal skills.<br />
e) Proficient in English and Kiswahili<br />
f) Tech savvy with knowledge of telephone equipment and relevant computer programs<br />
g) Ability to work under pressure<br />
h) Self motivated with integrity and high level of confidentiality.<br />
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<b>KEY PERFORMANCE MEASURES:</b><br />
a) Existence of proper records of complains handled<br />
b) Existence of complains reports;<br />
c) Existence of updated complain register;<br />
d) Timely replenishment of complaints handled<br />
e) Existence of updated data in the system of complainants<br />
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Duration of Contract: 2 years<br />
<b>Duty Station:</b> TASAF Head Office – Dar es Salaam <span style="font-family: '';"> </span><br />
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<b>HOW TO APPLY</b></div>
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- Applications enclosing scanned copies of certificates and CV vitae in PDF FORMAT be sent to <a href="mailto:hrm@tasaf.go.tz">hrm@tasaf.go.tz</a></div>
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- Applications made in a way other than the above will not be considered</div>
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- Deadline is 30 th September 2017</div>
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- Those will not hear from us 14 days after the deadline should consider themselves as unsuccessful</div>
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