Call Center Officer at Equity for Tanzania (EFTA) Limited

Equity for Tanzania Ltd (EFTA)

Call Center Officer at EFTA June, 2024
EFTA VACANCY – CALL CENTER OFFICER
Branch: HQ DAR Department: Operations
Position: Call Center Officer
Reporting to: Sales and Marketing Manager.

EFTA Overview:
EFTA
is a fast-growing finance company with a distinctive focus on small
enterprises and farmer groups unable to financetheir growth from
conventional banks. We offer finance exclusively for equipment.
The
major difference is that because this equipment gives us security, we do
not require any collateral from our customers,which means that we are
really pushing the boundaries of who we can lend to. In
principle, we can finance the most durable equipment, and our financing
to date has covered a broad range of industries including but not
limited to agriculture equipment, Transportation, Construction
equipment, printing machines and medical labs, etc.

Job Summary:
The
Call Center Officer will be responsible for handling customer
inquiries, providing information about company products and services,
resolving customer complaints, and processing orders. The incumbent
should exhibit excellent communication, customer service, attention to
detail, and problem-solving abilities.

Key Responsibilities:
1.
Handle inbound and outbound customer calls and chats using the
company’s scripts, ensuring customer needs are met promptly and
accurately.
2. Manage customer complaints and provide an immediate
resolution to customer concerns, while adhering to customer service
guidelines.
3. Provide customized product and service information to customers based on their needs and interests.
4. Follow up with customers on pending orders, confirm order details and delivery timelines with the
5. Maintain accurate customer records by logging interactions and updating customer databases.
6. Collaborate with team members to improve team performance by sharing knowledge and insights.
7. Any other duties assigned to you by line manager.

Key Performance Indicators (KPIs):
1. Call Quality – Maintain a minimum resolution rate of 90%.
2. Average Handling Time (AHT) – Maintain an average handling time of 4 minutes per call.
3. First Call Resolution (FCR) – Achieve an FCR rate of 80% or mor
4. Customer Satisfaction – Ensure a customer satisfaction rating of at least 90%.
5. Order Processing – Process at least 10 orders per day with accuracy and efficien
6. Attendance and Punctuality – Maintain an attendance and punctuality rate of at least 95%.
Read Also:

• NEW TANZANIAN JOBS, INTERNSHIPS AND VOLUNTEERING OPPORTUNITIES 2024 (1,475 POSTS)

• CHECK SCHOLARSHIPS OPPORTUNITIES TO STUDY ABROAD CLICK HERE!
• Download Your National ID (NIDA) Number  Here | Download NAMBA NA KITAMBULISHO CHAKO CHA NIDA. BONYEZA HAPA! 
• PAST PAPERS ZA DARASA LA 7 MPAKA FORM SIX | NECTA AND MOCK EXAMS 1988 – 2019. CLICK HERE! 
• Free
  CV Writing and Download, Cover/Job Application Letters, Interview
  Questions and It’s Best Answers plus Examples. Click Here!

Qualifications
1. High school diploma or equivalent
2. A minimum of 1 year of experience in a call center or customer service role.
3. Excellent communication skills, both written and spoken.
4. Ability to multitask, prioritize, and manage time effectively
5. Good problem-solving and conflict-resolution abilities.
6. Familiarity with computer software and call center equipment
For all interested candidates kindly visit our website: www.efta.co.tz for applications.
Deadline: 28th June 2024.