Summary
Date Posted: Tuesday, December 05 2023, Base Salary: Not Disclosed

JOB DETAILS:
Position Summary: The Call Centre Agent is primarily responsible for ensuring delivery of exceptional customer service to customers as per the respective client’s SLA.
The primary focus of a Call Centre Agent is to assist; retain; acquire and/or recover customers.

Duties & Responsibility
1. Build rapport with customers by handling each and every customer call in a courteous; and professional manner,
2. Ensures consistently imparting the correct product and services information during each call.
3. Obtains; imparts; clarifies and verifies information to and/ or from customers to ensure delivery of exceptional customer service
4. Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.
5. Ensure that the quality of each call is in compliance with predefined quality parameters.
6. Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader.
7. Ensure strict adherence to established attendance schedules.
8. Ensures daily performance targets are met.

Qualifications
i. Must have completed 12 years of schooling.
ii. Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.
iii. Good typing speed and computer skills, particularly with regard to Microsoft office applications
iv. Good communication skills including a clear voice; and fluency in English and local languages pertaining to the respective location.
Note: Only those who meet the requirements will be contacted for interviews.

Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education:

Job application procedure
• Please send an updated CV to recruitment.zm@isonxperiences.com  and specify your location within Lusaka on your mail board.

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