Equity Bank Tanzania is inviting qualified candidates to apply for the position of Relationship Officer – Contact Centre within the Customer Experience Department.

Position: Relationship Officer – Contact Centre
Department: Customer Experience
Reporting to: Senior Manager – Contact Centre
Employment Type: Full Time

The successful candidate will provide high-quality customer service across multiple communication channels including calls, email, live chat, WhatsApp, and social media while ensuring efficient complaint resolution, compliance, customer satisfaction, and identification of business opportunities.

Key Responsibilities

• Handle customer inquiries through calls, email, WhatsApp, live chat, and social media
• Deliver professional customer service within SLA and response time targets
• Resolve customer issues at first point of contact where possible
• Educate customers on bank products, services, and digital channels
• Escalate complex issues and complaints appropriately
• Capture and document customer interactions in CRM systems
• Identify upselling and cross-selling opportunities
• Ensure compliance with KYC, AML, data privacy, and fraud prevention requirements
• Participate in trainings, coaching sessions, and continuous improvement initiatives
• Achieve quality assurance and performance targets
• Support process and service improvement initiatives

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Quality Assurance (QA) scores
• First Contact Resolution (FCR)
• Average Handle Time (AHT)
• Service Level achievement
• CRM documentation accuracy
• Compliance with internal and regulatory requirements

Qualifications and Experience

• Bachelor’s Degree in Business, Communication, Marketing, or related field
• Experience in customer service, contact centre operations, or banking is an added advantage

Skills and Competencies

• Excellent verbal and written communication skills
• Strong customer service and problem-solving skills
• Ability to identify upselling and cross-selling opportunities
• Strong negotiation and conflict management skills
• Ability to work under pressure in a high-volume environment
• Good multitasking and time management skills
• Proficiency in CRM systems and Microsoft Office applications
• Good typing and computer navigation skills
• Strong teamwork and positive attitude

Work Environment

• Shift-based and high-volume contact centre environment
• Multi-channel customer support operations
• Performance-driven and customer-focused workplace

Mandatory Training

• Customer service and call handling training
• KYC, AML, and fraud prevention training
• Product and systems training
• Quality assurance and performance management training
• PC and keyboard skills training

Mode of Application
Interested applicants should submit a cover letter, detailed CV, copies of certificates, and testimonials in a single PDF document to:

Email: [email protected]

Applicants should quote the job title in the email subject line.

Application Deadline: Friday, 22 May 2026

Only shortlisted candidates will be contacted.

Equity Bank Tanzania is an equal opportunity employer that values diversity and inclusion in the workplace.