Contact Center Advisor - Inclusive Desk (Fixed Term - 1 Year)
About the role
We are looking to hire a Contact Center Advisor - Inclusive Desk on a 1-year fixed-term contract at NMB Bank Head Office to provide full Contact Centre advisor support across all approved customer service channels while also serving as a specialized support resource for customers who have hearing impairment. Responsibilities: - Provide normal Contact Centre customer support through calls and approved digital channels including email, social media, live chat, WhatsApp and other service platforms. - Serve customers who have hearing impairment through sign language support, video support, chat or other approved accessible channels. - Receive and respond to customer enquiries, requests and complaints in line with approved Contact Centre procedures and service standards. - Support customers on account enquiries, card issues, mobile banking, internet banking, ATM, agency banking, failed transactions, product information and general banking services. - Log all customer interactions, complaints and service requests accurately in the approved CRM or case management system. - Troubleshoot customer issues and provide appropriate first-level resolutions where possible. - Escalate unresolved or complex issues to relevant internal teams and follow up until closure within agreed SLA. - Provide branch support where a customer with disability requires specialized communication support that is not available at branch level. - Guide branch teams on how to connect customers to the centralized Deaf/PWD Support Desk when specialized support is required. - Promote digital banking adoption by educating customers on benefits, features, security awareness, self-service options and safe usage. - Support outbound customer engagement, service recovery, retention, sales campaigns, customer education and follow-up activities as assigned. - Maintain confidentiality, privacy and dignity of customers, especially where customers would otherwise rely on third parties for communication. - Prepare daily, weekly or monthly reports on handled cases, complaints, escalations, PWD/deaf desk usage and recurring issues as required. - Work on 24/7 roster arrangements including weekends and public holidays where required by Contact Centre operations. - Adhere to Financial Consumer Protection Regulations, Risk, Compliance, Data Protection, NMB values, Code of Conduct, policies and procedures. How to apply: Apply via the NMB Bank careers portal: https://careers.nmbbank.co.tz/nmb_career/career.aspx
Key requirements
- Bachelor's degree in Business Administration, Banking, Finance, Accounting, Economics or any other related field.
- Professional certification or demonstrated capability in sign language is a must.
- Experience in handling inbound calls, outbound calls, complaints and customer follow-up activities, preferably in banking or financial services, will be an added advantage.
- Good knowledge of Contact Centre operations, customer service standards and customer complaint handling.
- Knowledge of banking products, services, and digital channels.
- Ability to communicate professionally with customers across calls, chat, email, social media and video channels.
- Ability to support customers who have hearing impairment using sign language or approved accessible communication methods.
- Ability to document issues, prepare simple reports, identify trends and recommend service improvements.
- Ability to support customers with special needs (who have hearing impairment) using sign language or approved accessible communication methods.
- Customer service call handling, service recovery, complaint management, problem solving, escalation follow-up and customer education.
- Ability to support outbound engagement, retention, sales leads, cross-selling and digital adoption initiatives where assigned.