Dar es Salaam Full Time Banking & Finance
TSh Confidential
3 weeks ago

Job Summary

It is a front line position using telephone and computerizing system information to deliver customer experience.

  • Minimum Qualification: Diploma
  • Experience Level: Volunteer, internship
  • Experience Length: 1 year

Job Description

Call Centre Intern is expected to identify cross-selling/up-selling opportunities on appropriate FINCA products and maintain customer satisfaction and retention. The Call Centre Intern will keep records of customer queries and complaints as well as capture customer information. Customer contact is generally inbound/outbound and Call Centre Officer Intern are expected to refer customers to Call Center Manager for escalated problems.


Key Accountabilities

  • To deliver world class customer service, build customer satisfaction and loyalty
  • Compiling daily reports based on customer issues, ie enquiries, complaints and views/ comments
  • Resolve customer complaints quickly and effectively
  • Ensure security and confidentiality of customer information and the company
  • Increase the customer experience by providing accurate information and delivering one call resolution
  • Manage FINCA corporate image through maintaining integrity at all times
  • Attend to all contacts within service level requirements
  • Build and maintain good customer relationships especially considering the diversity of our customer base
  • Maintain a clean workstation and call center environment at all times
  • Responsibility of call center equipment and property
  • Navigate multiple screens while maintaining conversation with customer
  • Possess a thorough knowledge of the FINCA’s products and services and can provide detailed information to customers
  • Serves to improve customer product knowledge be it through responding complaint, cross selling or making a recovery call.


Qualifications and Experience

  1. A college Diploma/university degree.
  2. At least 1 years work experience in customer service.
  3. Written and verbal fluency in English and Kiswahili essential
  4. General knowledge of windows-based applications
  5. Prior call center/work experience is an added advantage


Core Competencies (knowledge, Skills and behavior base)

  • Experience in the use of a phone system
  • Basic knowledge on handling customer complaints
  • Company products and service knowledge
  • Prioritize tasks accordingly
  • Strong knowledge of customer care processes and techniques
  • Active listening skills
  • Problem Solving Skills
  • Ability to delight customers

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