Call Center Officer Job at EFTA

EFTA VACANCY – CALL CENTER OFFICER

Branch: HQ DAR Department: Operations

Position: Call Center Officer

Deadline: 28th June 2024.

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

Key Performance Indicators (KPIs):

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

Qualifications

1. 1. High school diploma or equivalent
2. 2. A minimum of 1 year of experience  in a call center or customer service role.
3. 3. Excellent communication skills, both written and spoken.
4. 4. Ability to multitask, prioritize, and manage time effectivel
5. 5. Good problem-solving and conflict-resolution abilities.
6. 6. Familiarity with computer software and call center equipmen

 

For all interested candidates kindly visit our website: www.efta.co.tz for applications.

CLICK HERE TO APPLY

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