Contact Center Advisor; Inclusive desk
AI job insight
NMB Bank is hiring a Contact Center Advisor for its Inclusive Desk at Head Office, HQ in Tanzania on a fixed-term one-year contract. The role provides full contact centre support across calls, email, social media, live chat and WhatsApp, with specialized assistance for customers with hearing impairment through sign language, video and accessible channels. Candidates should expect shift-based work including weekends and public holidays.
- Fixed-term 1-year contract, 1 position available
- Specialized inclusive desk supporting customers with hearing impairment
- Work across calls, email, social media, live chat and WhatsApp
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NMB Bank is hiring a Contact Center Advisor for its Inclusive Desk at Head Office, HQ in Tanzania on a fixed-term one-year contract. The role provides full contact centre support across calls, email, social media, live chat and WhatsApp, with specialized assistance for customers with hearing impairment through sign language, video and accessible channels. Candidates should expect shift-based work including weekends and public holidays.
- Fixed-term 1-year contract, 1 position available
- Specialized inclusive desk supporting customers with hearing impairment
- Work across calls, email, social media, live chat and WhatsApp
- 24/7 roster including weekends and public holidays
- Based at NMB Bank Head Office, HQ in Tanzania
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in sales, security, call_centerThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in TanzaniaThe vacancy is associated with this location.
- UnclearComfort with the Fixed Term contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Contact Center Advisor; Inclusive desk evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to NMB Bank and the role in Tanzania.
- Add concrete examples related to sales, security, call_center, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Nmbbank; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- Nmbbank
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Contact Center Advisor; Inclusive desk role in sales, security?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Tanzania under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research NMB Bank before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Use AI to apply better
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Original source description
Contact Center Advisor; Inclusive desk (Fixed term – 1 year) (1 Position(s))
Job Location :
Head Office, Hq
Job Purpose
To provide full Contact Centre advisor support across all approved customer service channels while also serving as a specialized support resource for customers who have hearing impairment.
Key Accountabilities
- Provide normal Contact Centre customer support through calls and approved digital channels including email, social media, live chat, WhatsApp and other service platforms.
- Serve customers who have hearing impairment through sign language support, video support, chat or other approved accessible channels.
- Receive and respond to customer enquiries, requests and complaints in line with approved Contact Centre procedures and service standards.
- Support customers on account enquiries, card issues, mobile banking, internet banking, ATM, agency banking, failed transactions, product information and general banking services.
- Log all customer interactions, complaints and service requests accurately in the approved CRM or case management system.
- Troubleshoot customer issues and provide appropriate first-level resolutions where possible.
- Escalate unresolved or complex issues to relevant internal teams and follow up until closure within agreed SLA.
- Provide branch support where a customer with disability requires specialized communication support that is not available at branch level.
- Guide branch teams on how to connect customers to the centralized Deaf/PWD Support Desk when specialized support is required.
- Promote digital banking adoption by educating customers on benefits, features, security awareness, self-service options and safe usage.
- Support outbound customer engagement, service recovery, retention, sales campaigns, customer education and follow-up activities as assigned.
- Maintain confidentiality, privacy and dignity of customers, especially where customers would otherwise rely on third parties for communication.
- Prepare daily, weekly or monthly reports on handled cases, complaints, escalations, PWD/deaf desk usage and recurring issues as required.
- Work on 24/7 roster arrangements including weekends and public holidays where required by Contact Centre operations.
- Adhere to Financial Consumer Protection Regulations, Risk, Compliance, Data Protection, NMB values, Code of Conduct, policies and procedures
Knowledge and Skills
Good knowledge of Contact Centre operations, customer service standards and customer complaint handling.
Knowledge of banking products, services, and digital channels
Ability to communicate professionally with customers across calls, chat, email, social media and video channels.
Ability to support customers with special needs (who have hearing impairment) using sign language or approved accessible communication methods.
Customer service call handling, service recovery, complaint management, problem solving, escalation follow-up and customer education.
Ability to support outbound engagement, retention, sales leads, cross-selling and digital adoption initiatives where assigned.
Ability to document issues, prepare simple reports, identify trends and recommend service improvements.
Qualifications and Experience:
Bachelor’s degree in business administration, Banking, Finance, Accounting, Economics or any other related field.
Professional certification or demonstrated capability in sign language is a must
Experience in handling inbound calls, outbound calls, complaints and customer follow-up activities preferably in banking or financial services will be an added advantage
NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.
NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
Job opening date :
01-Oct-2026
Job closing date :
15-Oct-2026
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Method of Application
- Submit your CV and Application on Company Website : Click Here
- Closing Date : 10th October, 2026.
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