Tuesday, 27 May 2014

Customer Service Officer Jobs at FINCA International Inc - Tanzania

Job Title: Customer Service Officer- Tanzania

Employer: FINCA International Inc - Tanzania

Duty Station: Tanzania

Application Deadline: 30th May 2014

Job Description:

Duties and Responsibilities:


Deal directly with customers either by telephone, electronically or face to face
Implement customer-service standards; respond promptly to customer inquiries; and resolve problems and complaints; complete audits; identify customer service trends; determine system improvements; implement change within agreed timelines
Keep detailed records of customer interactions and transactions, record details of inquiries, comments, and complaints, record details of actions taken
Process customers’ transfers with proper approval from the supervisor
Perform customer verifications, open new accounts, follow up of pending/missing documents, maintain customer account data/records for both loan and savings by updating client information
Determine customer service requirements by analyzing customer needs; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications
Improve customer service quality results by studying, aid the branch manager in ensuring that all relevant standards within the customer care are met
Prepare daily, weekly, monthly statistical reports as appropriate
Recognize potential customers and other sale opportunities on behalf of the company
Create and maintain a positive, supportive, customer oriented environment for all FINCA and non-FINCA clients
Perform any work allocated by the Branch Manager/Supervisors from time to time
Meet the objectives and performance measures agreed by the Branch Manager

Mandatory experience/Technical Skills

Listening Skills
Problem analysis and problem solving
Attention to details and accuracy
Stress tolerance
An in-depth understanding and experience of the operations of a customer care division.
A minimum of one year relevant work experience in the customer care area.
Excellent communication interpersonal skills both verbal &written which will enable you to deal with external and internal parties in a professional manner, developing solutions and communicating these across the organizations as efficiently as possible
Possess well developed analytical skills which enable you to:
Clearly identify and define issues that are being raised by customers
Undertake any required review of complaints to a high professional standard
Make recommendations in relation to resolutions of customer care
Contribute to discussion & development of consumer policy
Can demonstrate sound oral and written communication skills which enable  you to Deal with complaints in  a professional and timely fashion
Deal with difficult situations in a friendly manner and strive to find a speedy solution.

General Requirements:

Possesses Self Management skills and the motivation to be able to :
Efficiently organize your own time
Assess priorities within your own area of responsibility
Handle routine work with limited supervision
Is a versatile self starter who demonstrates:
Customer service orientation
A positive attitude towards their work
Willingness to work as part of  the team
An ability to build and maintain good networks internally and externally.

Personnel Specifications;

Knowledge and Education:
Diploma in Business Studies, or Management Studies from an accredited college or University
Computer literate in Microsoft office package.

Apply Now 

FINCA International Inc. is an Equal Opportunity Employer.