Call Center Officer at Exim Bank Tanzania

We are seeking a dedicated and articulate Call Center Officer to join our Customer Service team. The ideal candidate will serve as the first point of contact for our customers, ensuring their banking needs are met with efficiency and professionalism. You will handle a mix of inbound and outbound communications, resolving issues, processing orders, and identifying opportunities to introduce customers to our financial products.

Key Responsibilities

1. Customer Support & Inquiry Management

• Inbound Call Handling: Act as the primary voice of the bank, answering a high volume of inbound calls in a timely, friendly, and professional manner.
• Information Dissemination: Provide accurate information regarding bank products, services, account balances, transaction details, and interest rates.
• Order Processing: Take and process customer requests and orders efficiently, ensuring all data is entered accurately into the banking system.

2. Complaint Resolution & Troubleshooting

• Issue Resolution: Listen to customer grievances patiently, investigate the root cause of the problem, and provide effective solutions or alternatives.
• Troubleshooting: Assist customers with technical difficulties related to mobile banking, internet banking, or ATM card usage.
• Escalation: Identify complex issues that require higher-level intervention and route them to the appropriate departments while keeping the customer informed.

3. Telesales & Business Growth

• Outbound Calls: Conduct outbound calls to existing and potential customers to follow up on service requests or gather feedback.
• Cross-selling & Upselling: Identify opportunities during customer interactions to recommend additional bank products (such as loans, credit cards, or savings accounts) that fit the customer's financial profile.
• Lead Generation: Support the sales team by qualifying leads and setting up appointments for branch officers where applicable.

Qualifications and Skills

• Experience: Prior experience in a call center, customer service, or telesales role (preferably within the banking or telecommunications sector).
• Communication: Excellent verbal and written communication skills in both English and Swahili.
• Technical Skills: Proficiency in MS Office (Word, Excel) and familiarity with CRM systems.
• Soft Skills: Strong active listening skills, patience, empathy, and the ability to remain calm under pressure.

How to Apply

Interested candidates should submit their application, including a Cover Letter and detailed CV.

Application Deadline: January 20, 2026