Summary
Date Posted: Thursday, August 10 2023, Base Salary: Not Disclosed

JOB DETAILS:

KEY RESPONSIBILITIES
• Ensure positive client experience through high quality service and communication thereby attaining client retention.
• Handle client service or support related incoming requests. Respond to and resolve complex client issues through incident recognition, research and isolation, resolution, escalation and follow up.
• Set up account and client files.
• Onboard new customer by providing detailed information on certification processes, terms and conditions, certification rules and use of certification marks and logos.
• Educate new customers on service capabilities and align expectations. Record customer service implementation needs, requests, and questions. Ensure customers receive superior service.
• Collaborate with the sales, finance, operations, and technical teams. Develop a deep understanding of customers' business and operational objectives.
• Listen carefully to information provided by customers and ask clarifying questions to ensure an efficient and value-added certification service. Establish strong relationships with new customers and deepen relationships with existing customer
• Develop and maintain relationships with customers. Respond to any queries regarding information on certification services via telephone and email or any appropriate channel.
• Coordinate with marketing, product development and technical departments to enhance current service design and determine service design problems.
• Respond to customer complaints, and refer to appropriate persons for resolution.

QUALIFICATIONS, EXPERIENCE & PERSONAL ATTRIBUTES Full Grade 12 Certificate
• Bachelor's degree in Business Administration, Public Administration or equivalent
• 3 years' work experience in a customer care, customer support, service desk operations or client consultant role
• Excellent communication skills, interpersonal skills, including presentation skills
• Proven customer relationship skills
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
• Other Skills: Computer literate in Excel and Word Processing


Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure

Suitably qualified individuals are therefore encouraged to apply for the jobs, please send your application letter together with copies of educational and professional certificates and a detailed CV to the address below. Closing date for applications is 23" August 2023.
The Human Resources and Administration Manager Zambia Bureau of Standards
PO Box 50259
LUSAKA


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