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