Customer Service Manager
2025-05-04T09:24:10+00:00
Mwanga Hakika Bank
https://cdn.greattanzaniajobs.com/jsjobsdata/data/employer/comp_5707/logo/mwanga.png
https://mhbbank.co.tz/
FULL_TIME
Dar es Salaam
Dar es Salaam
00000
Tanzania
Banking
Customer Service
2025-05-11T17:00:00+00:00
Tanzania
8
Purpose of the Role
To lead and manage the branch’s customer service function by ensuring high-quality service delivery, resolving customer queries and complaints efficiently, managing the front-office team, and driving service excellence that supports business growth, customer satisfaction, and loyalty.
Summary of Key Duties and Responsibilities
- Supervise and coordinate daily activities of front-office staff to ensure seamless customer service delivery.
- Oversee account opening processes and ensure compliance with KYC, AML, and internal policies.
- Monitor customer service queues and ensure effective queue management, including handling peak hours.
- Resolve escalated customer queries and complaints professionally and within agreed timelines.
- Ensure timely feedback is provided to customers on queries and complaints raised.
- Oversee the handling and issuance of ATM cards, cheque books, PIN mailers, and ensure proper ATM lobby management.
- Promote a customer-first culture across the branch and ensure customers receive consistent, high-quality service.
- Support marketing and cross-selling of the banks products and services aligned to customer needs.
- Maintain an accurate customer complaints register and provide monthly reports with key insights and recommendations.
- Monitor customer satisfaction levels and lead initiatives to improve the customer experience.
- Train, mentor, and coach the customer service team to enhance service delivery and performance.
- Ensure customer-facing areas are well-maintained, clean, and professional.
- Prepare and submit timely customer service performance reports to management.
- Collaborate with internal departments (e.g., operations, compliance, IT) to solve service-related challenges.
Qualifications
- Minimum of 3 years experience in a customer service role, with at least 1 year in a supervisory or managerial position, preferably in the banking sector.
- Bachelors Degree in Banking, Business Administration, Marketing, Finance, or a related field.
Knowledge and Skills
- Strong knowledge of banking operations and customer service standards.
- Excellent leadership, coaching, and team management skills.
- Strong communication and interpersonal skills in both English and Swahili.
- Good problem-solving and conflict resolution abilities.
- Sales and relationship management skills.
- High level of attention to detail and accuracy.
- Proficient in Microsoft Office applications and banking systems.
Key Behavioral Competencies
- Customer-focused with a high level of professionalism.
- Positive and flexible attitude towards change.
- Proactive, self-motivated, and results-oriented.
- Strong ethics, integrity, and confidentiality.
- High degree of emotional intelligence and teamwork
Supervise and coordinate daily activities of front-office staff to ensure seamless customer service delivery. Oversee account opening processes and ensure compliance with KYC, AML, and internal policies. Monitor customer service queues and ensure effective queue management, including handling peak hours. Resolve escalated customer queries and complaints professionally and within agreed timelines. Ensure timely feedback is provided to customers on queries and complaints raised. Oversee the handling and issuance of ATM cards, cheque books, PIN mailers, and ensure proper ATM lobby management. Promote a customer-first culture across the branch and ensure customers receive consistent, high-quality service. Support marketing and cross-selling of the banks products and services aligned to customer needs. Maintain an accurate customer complaints register and provide monthly reports with key insights and recommendations. Monitor customer satisfaction levels and lead initiatives to improve the customer experience. Train, mentor, and coach the customer service team to enhance service delivery and performance. Ensure customer-facing areas are well-maintained, clean, and professional. Prepare and submit timely customer service performance reports to management. Collaborate with internal departments (e.g., operations, compliance, IT) to solve service-related challenges
Strong knowledge of banking operations and customer service standards. Excellent leadership, coaching, and team management skills. Strong communication and interpersonal skills in both English and Swahili. Good problem-solving and conflict resolution abilities. Sales and relationship management skills. High level of attention to detail and accuracy. Proficient in Microsoft Office applications and banking systems.
Minimum of 3 years experience in a customer service role, with at least 1 year in a supervisory or managerial position, preferably in the banking sector. Bachelors Degree in Banking, Business Administration, Marketing, Finance, or a related field.
JOB-6817323a35e89
Vacancy title:
Customer Service Manager
[Type: FULL_TIME, Industry: Banking, Category: Customer Service]
Jobs at:
Mwanga Hakika Bank
Deadline of this Job:
Sunday, May 11 2025
Duty Station:
Dar es Salaam | Dar es Salaam | Tanzania
Summary
Date Posted: Sunday, May 4 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Purpose of the Role
To lead and manage the branch’s customer service function by ensuring high-quality service delivery, resolving customer queries and complaints efficiently, managing the front-office team, and driving service excellence that supports business growth, customer satisfaction, and loyalty.
Summary of Key Duties and Responsibilities
- Supervise and coordinate daily activities of front-office staff to ensure seamless customer service delivery.
- Oversee account opening processes and ensure compliance with KYC, AML, and internal policies.
- Monitor customer service queues and ensure effective queue management, including handling peak hours.
- Resolve escalated customer queries and complaints professionally and within agreed timelines.
- Ensure timely feedback is provided to customers on queries and complaints raised.
- Oversee the handling and issuance of ATM cards, cheque books, PIN mailers, and ensure proper ATM lobby management.
- Promote a customer-first culture across the branch and ensure customers receive consistent, high-quality service.
- Support marketing and cross-selling of the banks products and services aligned to customer needs.
- Maintain an accurate customer complaints register and provide monthly reports with key insights and recommendations.
- Monitor customer satisfaction levels and lead initiatives to improve the customer experience.
- Train, mentor, and coach the customer service team to enhance service delivery and performance.
- Ensure customer-facing areas are well-maintained, clean, and professional.
- Prepare and submit timely customer service performance reports to management.
- Collaborate with internal departments (e.g., operations, compliance, IT) to solve service-related challenges.
Qualifications
- Minimum of 3 years experience in a customer service role, with at least 1 year in a supervisory or managerial position, preferably in the banking sector.
- Bachelors Degree in Banking, Business Administration, Marketing, Finance, or a related field.
Knowledge and Skills
- Strong knowledge of banking operations and customer service standards.
- Excellent leadership, coaching, and team management skills.
- Strong communication and interpersonal skills in both English and Swahili.
- Good problem-solving and conflict resolution abilities.
- Sales and relationship management skills.
- High level of attention to detail and accuracy.
- Proficient in Microsoft Office applications and banking systems.
Key Behavioral Competencies
- Customer-focused with a high level of professionalism.
- Positive and flexible attitude towards change.
- Proactive, self-motivated, and results-oriented.
- Strong ethics, integrity, and confidentiality.
- High degree of emotional intelligence and teamwork
Work Hours: 8
Experience in Months: 36
Level of Education: bachelor degree
Job application procedure
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