Call Canter Agent

About Absa Bank

With over 100 years of rich history, Absa Bank is strongly positioned as a local bank with regional and international expertise. A career with us offers the opportunity to be part of an exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Position Overview

We are seeking a dynamic Call Center Agent to join our expanding team in Dar es Salaam. In this role, you will maintain customer satisfaction and boost brand reputation by managing customer inquiries and complaints while providing information about products and services in real-time through phone, email, social media, and other available communication channels.

Key Responsibilities

• Attend to customer inquiries through multiple channels (phone, email, social media, etc.)
• Provide ongoing feedback on customer service to all levels within the business, ensuring integrated country-wide service initiatives
• Ensure 80% of all complaints are handled and resolved at First Point of Contact (FPoC)
• Assist the Customer Insight team in conducting customer research
• Manage complaint capturing, tracking, and monitoring for timely resolution, providing feedback to the complaint manager on critical issues
• Respond promptly to customer inquiries, follow up on customer interactions, and provide detailed feedback
• Support business campaign drives and cross-selling of products and services during customer interactions
• Support KYC (Know Your Customer) compliance requirements by educating customers

Job Details

• Employment Type: Full-Time
• Location: Dar es Salaam, Tanzania
• Category: Banking - Customer Service, Business Operations, Admin & Office
• Salary Currency: TZS per month

Career Development

Wherever you are in your career, we are here for you. Design your future with leading-edge guidance, tools, and support to unlock your potential. You are Absa. You are possibility.