Summary
Date Posted: Thursday, June 27 2024, Base Salary: Not Disclosed

JOB DETAILS:
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%.

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 effectivel
5. Good problem-solving and conflict-resolution abilities.
6. Familiarity with computer software and call center equipmen

Work Hours: 8

Experience in Months: 12

Level of Education: Postgraduate Degree

Job application procedure
• For all interested candidates kindly visit our website: www.efta.co.tz for applications.
• Click Here To Apply

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