Tanzania Postal Bank Jobs , June 2014

Tanzania Postal Bank (TPB) seeks to appoint dedicated, self-motivated and highly organized Call Centre Officers (3 positions) to join Directorate of Technology and Operations based in Dar es Salaam.

JOB SUMMARY:

The Call Centre Officer is responsible to handle customer calls, responds to customer needs in professional manner and maintains highest level of customer satisfaction by seeking first call resolution.

Nature of Employment: Temporary of 6 months contract

Reporting Line: Chief Manager E- Banking
Locations: Dar es Salaam
Salary: Commensurate to the Job Advertised
W ork Schedule: As per TPB Staff regulations


Essential Duties and Responsibilities:-

 Support and provide superior service via phones, emails and faxes as a receiver and caller

 Provide customers with product and service information for TPB Products
 Assist customer queries on Mobile Banking, POS, ATM, Loan Applications, Western Union and others
 Assist TPB POPOTE Agents in their daily responsibilities, queries and troubleshoot problem, resolve or escalate them
 Monitoring of the network which facilitating services to customers and agents and escalated to the appropriate channel if problems occurs.
 Retain adequate records of identification, account opening and transactions and ensure timely and proper filling of customer mandates.

 Ensure tidiness across the branch premises and clean -desk policy is maintained.

 Ensure Anti-Money Laundering requirements are followed by taking all reasonable steps to verify and identify customers, including performing quality assurance on accounts opened and the general KYC issues.

 Perform any other duties as may be assigned to you by the supervisor or higher authorities.

KEY RESULTS AREA:

Customer Satisfaction through quality customer service Average number of calls able to take per hour

One Call Resolution

Average Wait Time

Accuracy in addressing customer problems Number of un - reconciled customer issues

KEY RELATIONSHIPS

 Internal: All TPB Staff

 External: Regulators/ Customers/Clients

EXPERIENCE AND KNOWLEDGE REQUIRED

EDUCATION: Bachelor degree/Advance diploma in any field of studies from
EXPERIENCE: Recognized University or Institute
At least 1 year of call centre experience

Working knowledge of Equinox Functionality

SKILLS / ATTRIBUTES:

Proficient in both Swahili and English Must be computer literate
Prioritize Tasks Team player
Customer care orientation Stress tolerance
Good communication and listening skills Attention to details.

This position will attract a competitive salary package, which include benefits. Applicants are invited to submit their resume (indicating the position title in the subject heading) via e-mail to:  recruitment@postalbank.co.tz . Applications via other methods will not be considered.

Applicants need to submit only the Curriculum Vitae (CV) and the Letter of Applications indicating the Job advertised. Other credentials w ill have to be submitted during the interview for authentic check and other administrative measures and should not in any w ay be attached during application.

Tanzania Postal Bank is an Equal Opportunity Employer and is very committed to environmental, health and safety Management.

Tanzania Postal Bank has a strong commitment to environmental, health and safety management. If you are not contacted by Tanzania Postal Bank, you should consider your application as unsuccessful. Late applications will not be considered. Short listed candidates may be subjected to any of the following: a security clearance; a competency assessment; physical capability assessment and reference checking.

Please forw ard your applications before 3rd July 2014