Customer Support Specialist Jobs at NCBA Tanzania in November 2024

Customer Support Specialist Jobs at NCBA Tanzania in November 2024: a detailed overview of the key requirements, duties, responsibilities, and skills for this role.

The Customer Support Specialist plays a vital role in assisting customers through the New CIB Project Activities, including User Acceptance Testing (UAT), self-migration, and forced migration. The role focuses on effective communication, adaptability, and a commitment to customer satisfaction.

Key Responsibilities

1. Financial (20%)

• Customer Satisfaction: Indirectly contribute to the bank’s financial success by ensuring high customer satisfaction, which helps maintain customer loyalty and growth.

2. Internal Business Processes (20%)

• Migration Support: Work with the migration team to ensure accurate transfer of customer accounts and data.
• Issue Resolution: Identify and address customer issues promptly.
• Documentation: Maintain records of customer interactions, issues, and resolutions for reference and analysis.

3. Customer Support (50%)

• Assistance: Guide customers, both through outbound calls and in-person, in navigating new omnichannel services, addressing queries, and supporting the migration process.
• Communication: Provide clear instructions and guidance on using new channels, and assist in resolving issues.
• Feedback Collection: Gather customer feedback and relay it to the Line Manager for potential improvements.
• Awareness Activities: Increase customer awareness of new digital channels, capabilities, and benefits.
• Customer Activation: Reach out to inactive customers registered on digital platforms to encourage usage.

4. Learning and Growth (10%)

• Saturday Coverage: Provide customer support on Saturdays and after-hours as needed.
• Skills Enhancement: Receive ongoing training for success in migration activities.
• Adaptability: Embrace a fast-paced environment that promotes personal and professional growth.

Stakeholder Management

• Internal Stakeholders:
  • Business Management Teams
  • Shared Services
  • Other Group Functions
• External Stakeholders:
  • Customers
  • BOT (Bank of Tanzania).

Decision-Making Authority

• Customer Assistance: Resolve customer issues during migration.
• Issue Resolution: Make decisions regarding the resolution of customer issues.
• Feedback Collection: Collect and forward feedback for further analysis.
• Customer Activation: Encourage usage of digital platforms among inactive customers.
• Awareness Activities: Plan and execute awareness activities to educate customers.
• Documentation: Ensure accurate record-keeping of interactions for future use.

Job Specifications

• Qualifications:
  • Diploma or Certificate in Business Studies, IT, or a related field from an accredited institution.
• Experience:
  • Prior experience in customer support or a similar role is preferred.
• Skills:
  • Understanding of banking products and services.
  • Strong interpersonal, communication, and decision-making abilities.
  • Proficiency in IT and digital tools, including mobile devices.

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Core Values (Performance Drivers)

• Driven: Passionate and willing to take bold actions, learn from mistakes, and explore potential.
• Open: Candid, transparent, and respectful in interactions, fostering inclusivity.
• Responsive: Proactive in meeting customer needs, committed to simplicity and improvement.
• Trusted: Act with integrity, keep promises, and hold accountability.

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