Summary
Date Posted: Friday, June 16 2023, Base Salary: Not Disclosed

JOB DETAILS:
(a) JOB PURPOSE
The purpose of a Call Centre Representative is to be the contact between ZESCO Limited, as an organization and its current and potential customers. The Call Centre Representative assists customers with all their questions and queries relating to ZESCO’s products and services. They are responsible for effectively solving customer issues and ensure that customer satisfaction remains at the core of every decision and action.

(b) QUALIFICATIONS AND EXPERIENCE
• Full Grade 12 School Certificate
• Bachelor’s degree in Business Administration, Public Relations, Marketing, Social Sciences, Information Technology, Accounts, Engineering or Equivalent.

(c) EXPERIENCE AND REQUIREMENT
• Must be Customer Focused and Self driven.
• Effective Communication skills
• Knowledge retention and recall
• Technical proficiency and in-depth understanding of ZESCO’s products and services/Organizational ability
• Patient and Empathetic
• Creative Problem solving
• Ability to handle pressure
• Mindful of turnaround time and efficient
• Emotionally stable
• Team player
• A clean employment track record, free of disciplinary issues will be an added advantage.

(d) JOB ACCOUNTABILITIES
• Provide excellent customer service/experience.
• Attend to all telephonic and electronic customer queries using the Outage Management System (OMS).
• Advise clients on the status of their accounts using the Customer Management System (CMS).
• Investigate, troubleshoot and escalate customer complaints and concerns.
• De-escalate situations involving dissatisfied customers by offering appropriate responses, assistance, support and resolution.
• Proficiently utilize customer service tools and applications like OMS, CMS and IPMP to track and resolve customer complaints.
• Build sustainable relationships with customers by analyzing customer data adequately.
• Recognize, document, and alert the management team on trends in all customer interactions.
• Remain informed on ZESCO’s products and services; customer base, customer categories, tariffs and promotions in order to actively cross sell and upsell products.
• Adhere to compliance measures, company policies, procedures and code of conduct.

(e) TENURE
• The position of Graduate Call Centre Representative is on Permanent and pensionable basis.

(f) REMUNERATION
The position is on Management Level, ML8.


Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
Suitably qualified candidates should apply by visiting our job portal on https://careers.zesco.co.zm Note that all applications must be submitted electronically through the portal and any applications which will be posted through the post or courier or brought physically to ZESCO premises will not be considered.

Only Shortlisted Candidates Will Be Contacted

Closing date: Wednesday, 21 June 2023.

All Jobs

QUICK ALERT SUBSCRIPTION