Summary
Date Posted: Tuesday, December 07, 2021 , Base Salary: Not Disclosed

JOB DETAILS:
Call Center Representative
Overview
Outright Consultancy, the largest Customer Service firm in Zambia is actively looking to recruit for the following position for a client, a Lusaka based Pan African Bank
Job title: Contact Center Officer

Purpose of the Job
Manage customer interactions in a multi channel contact centre environment while adhering to set quality standards and service level expectations in order to deliver customer service excellence for business impact.

Main duties
• Answering phones from customers professionally and responding to customer inquiries and complaints.
• Researching required information using available resources.
• Handling and resolving customer complaints regarding product sales to customer service problems.
• Providing customers with the organization’s service and product information.
• Processing forms, orders, and applications requested by the customers.
• Identifying, escalating priority issues and reporting to the high-level management.
• Routing inbound calls to the appropriate resources.
• Following up complicated customer calls where required.
• Completing call notes and call reports as necessary and updating them in the CRM.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken.
• Managing administration, communicating and coordinating with internal departments.
• Other duties as assigned.
Any other role related responsibilities as asigned by the Contact Centre, Manager

Academic and Professional Qualifications
• Grade 12 Certificate
• Bachelor’s Degree

Work Experience/Competences/ Attributes
• Strong interpersonal skills and a can do attitude
• Excellent verbal and written communication skills
• Pleasant personality and customer centric
• Bias for excellence in service delivery
• Willingness to work in shifts

Job Experience: No Requirements

Work Hours: 8

Level of Education: Bachelor Degree

Job application procedure
Should you closely fit the above requirements and are interested in this position, kindly send your CV to: sales@outright.co.zm by / before 23rd December, 2021 clearly stating in the e-mail subject line the POSITION you are applying for or Visit our websites:

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