Whatsapp, Telegram Groups
Jobs by Categories
Call Centre Agent job at Zambia National Commercial Bank Plc
Zambia National Commercial Bank PLC
Website :
5 Days Ago
Linkedid Twitter Share on facebook
Call Centre Agent
2025-03-28T19:23:53+00:00
Zambia National Commercial Bank Plc
https://www.greatzambiajobs.com/jsjobsdata/data/employer/comp_2210/logo/Zambia%20National%20Commercial%20Bank%20PLC.png
FULL_TIME
 
Lusaka
Lusaka
10101
Zambia
Banking
Customer Service
UGX
 
MONTH
2025-04-11T17:00:00+00:00
 
Zambia
8

Reference Number

HCBP260325

Description

JOB PURPOSE

This is a fixed term contract (1 year) role and is responsible for handling all contact Centre interactions by providing high level consistent standards of service to Zanaco customers and ensuring customer satisfaction. To manage the entire customer experience to ensure consistent service delivery.

Under the supervision of the Call Centre Coordinator, the following are among the Job Key Responsibilities:

  • Manage own call utilisation performance and ensure highest level of efficiency
  • Cross selling of banks products and services
  • Improve customer engagement through participation in activities such as outbound calling
  • Receives and responds to customer service queries, through live calls
  • Telemarketing
  • Following up with customers on outstanding issues
  • Log and resolve customer issues immediately, otherwise escalate to relevant department immediately
  • Record and capture customer details correctly
  • Ownership of escalated queries by proactively monitoring and driving customer related issues to resolution within agreed turnaround times
  • Ensure all logs are maintained
  • Perform other duties as assigned by the Supervisor, Call Centre
  • Manage own call utilisation performance and ensure highest level of efficiency
  • Cross selling of banks products and services
  • Improve customer engagement through participation in activities such as outbound calling
  • Receives and responds to customer service queries, through live calls
  • Telemarketing
  • Following up with customers on outstanding issues
  • Log and resolve customer issues immediately, otherwise escalate to relevant department immediately
  • Record and capture customer details correctly
  • Ownership of escalated queries by proactively monitoring and driving customer related issues to resolution within agreed turnaround times
  • Ensure all logs are maintained
  • Perform other duties as assigned by the Supervisor, Call Centre

INTERNAL/EXTERNAL CONTACT

  • External: Customers
  • Internal: All internal Business Units

Requirements

QUALIFICATIONS AND EXPERIENCE

  • Grade 12 Certificate with Credit or above mandatory in Mathematics and English and any other three subjects
  • A University Degree in a relevant field.
  • Zambia Qualifications Authority (Zaqa) Verification Certificate for Tertiary Qualifications
  • Minimum of one years’ professional experience in a Call Centre or customer facing role
  • Experience in Banking is an added advantage
  • Demonstrated complaint handling and resolution skills

JOB CORE COMPETENCIES

  • Excellent customer relationship development/management
  • Good negotiation, problem-solving and conflict resolution
  • Good Oral & Written communication
  • Creative and innovative
  • Presentation Skills
  • Ability to manage multiple tasks
  • Telephone Etiquette
  • Superior product knowledge
  • Initiative
  • Analytical Skills/Problem-solving
  • Interpersonal Skills
  • Total Quality Management
  • Interpersonal Skills

Work Level

Junior

Job Type

Contract

Salary

Market Related

Duration

EE Position

No

Location

Zambia

Manage own call utilisation performance and ensure highest level of efficiency Cross selling of banks products and services Improve customer engagement through participation in activities such as outbound calling Receives and responds to customer service queries, through live calls Telemarketing Following up with customers on outstanding issues Log and resolve customer issues immediately, otherwise escalate to relevant department immediately Record and capture customer details correctly Ownership of escalated queries by proactively monitoring and driving customer related issues to resolution within agreed turnaround times Ensure all logs are maintained Perform other duties as assigned by the Supervisor, Call Centre Manage own call utilisation performance and ensure highest level of efficiency Cross selling of banks products and services Improve customer engagement through participation in activities such as outbound calling Receives and responds to customer service queries, through live calls Telemarketing Following up with customers on outstanding issues Log and resolve customer issues immediately, otherwise escalate to relevant department immediately Record and capture customer details correctly Ownership of escalated queries by proactively monitoring and driving customer related issues to resolution within agreed turnaround times Ensure all logs are maintained Perform other duties as assigned by the Supervisor, Call Centre
Excellent customer relationship development/management Good negotiation, problem-solving and conflict resolution Good Oral & Written communication Creative and innovative Presentation Skills Ability to manage multiple tasks Telephone Etiquette Superior product knowledge Initiative Analytical Skills/Problem-solving Interpersonal Skills Total Quality Management Interpersonal Skills
Grade 12 Certificate with Credit or above mandatory in Mathematics and English and any other three subjects A University Degree in a relevant field. Zambia Qualifications Authority (Zaqa) Verification Certificate for Tertiary Qualifications Minimum of one years’ professional experience in a Call Centre or customer facing role Experience in Banking is an added advantage Demonstrated complaint handling and resolution skills
bachelor degree
No Requirements
JOB-67e6f7498f6a0

Vacancy title:
Call Centre Agent

[Type: FULL_TIME, Industry: Banking, Category: Customer Service]

Jobs at:
Zambia National Commercial Bank Plc

Deadline of this Job:
Friday, April 11 2025

Duty Station:
Lusaka | Lusaka | Zambia

Summary
Date Posted: Friday, March 28 2025, Base Salary: Not Disclosed

Similar Jobs in Zambia
Learn more about Zambia National Commercial Bank Plc
Zambia National Commercial Bank Plc jobs in Zambia

JOB DETAILS:

Reference Number

HCBP260325

Description

JOB PURPOSE

This is a fixed term contract (1 year) role and is responsible for handling all contact Centre interactions by providing high level consistent standards of service to Zanaco customers and ensuring customer satisfaction. To manage the entire customer experience to ensure consistent service delivery.

Under the supervision of the Call Centre Coordinator, the following are among the Job Key Responsibilities:

  • Manage own call utilisation performance and ensure highest level of efficiency
  • Cross selling of banks products and services
  • Improve customer engagement through participation in activities such as outbound calling
  • Receives and responds to customer service queries, through live calls
  • Telemarketing
  • Following up with customers on outstanding issues
  • Log and resolve customer issues immediately, otherwise escalate to relevant department immediately
  • Record and capture customer details correctly
  • Ownership of escalated queries by proactively monitoring and driving customer related issues to resolution within agreed turnaround times
  • Ensure all logs are maintained
  • Perform other duties as assigned by the Supervisor, Call Centre
  • Manage own call utilisation performance and ensure highest level of efficiency
  • Cross selling of banks products and services
  • Improve customer engagement through participation in activities such as outbound calling
  • Receives and responds to customer service queries, through live calls
  • Telemarketing
  • Following up with customers on outstanding issues
  • Log and resolve customer issues immediately, otherwise escalate to relevant department immediately
  • Record and capture customer details correctly
  • Ownership of escalated queries by proactively monitoring and driving customer related issues to resolution within agreed turnaround times
  • Ensure all logs are maintained
  • Perform other duties as assigned by the Supervisor, Call Centre

INTERNAL/EXTERNAL CONTACT

  • External: Customers
  • Internal: All internal Business Units

Requirements

QUALIFICATIONS AND EXPERIENCE

  • Grade 12 Certificate with Credit or above mandatory in Mathematics and English and any other three subjects
  • A University Degree in a relevant field.
  • Zambia Qualifications Authority (Zaqa) Verification Certificate for Tertiary Qualifications
  • Minimum of one years’ professional experience in a Call Centre or customer facing role
  • Experience in Banking is an added advantage
  • Demonstrated complaint handling and resolution skills

JOB CORE COMPETENCIES

  • Excellent customer relationship development/management
  • Good negotiation, problem-solving and conflict resolution
  • Good Oral & Written communication
  • Creative and innovative
  • Presentation Skills
  • Ability to manage multiple tasks
  • Telephone Etiquette
  • Superior product knowledge
  • Initiative
  • Analytical Skills/Problem-solving
  • Interpersonal Skills
  • Total Quality Management
  • Interpersonal Skills

Work Level

Junior

Job Type

Contract

Salary

Market Related

Duration

EE Position

No

Location

Zambia

 

Work Hours: 8

Experience: No Requirements

Level of Education: bachelor degree

Job application procedure

To apply for this job please visit zanaco.mcidirecthire.com.

 

All Jobs | QUICK ALERT SUBSCRIPTION

Job Info
Job Category: Customer Service jobs in Zambia
Job Type: Full-time
Deadline of this Job: Friday, April 11 2025
Duty Station: Lusaka | Lusaka | Zambia
Posted: 28-03-2025
No of Jobs: 1
Start Publishing: 28-03-2025
Stop Publishing (Put date of 2030): 28-03-2066
Apply Now

Caution: Never Pay Money in a Recruitment Process.

Some smart scams can trick you into paying for Psychometric Tests.
J! InfoRequestSessionProfileQueries19
22.246MBMemory Usage146msRequest Duration
Joomla! Version4.4.10
PHP Version8.1.32
Identityguest
Response200
Templatejl_education_pro
Database
Server
mysql
Version
10.5.28-MariaDB
Collation
latin1_swedish_ci
Conn Collation
utf8mb4_general_ci
$_GET
[]
$_POST
[]
$_SESSION
array:1 [ "joomla" => "***redacted***" ]
$_COOKIE
[]
$_SERVER
array:63 [ "USER" => "greatzambiajobs" "HOME" => "/home/greatzambiajobs" "SCRIPT_NAME" => "/in...
session
array:3 [ "counter" => 1 "timer" => array:3 [ "start" => 1743854269 "last" => 1743854269...
registry
array:3 [ "data" => [] "initialized" => false "separator" => "." ]
user
array:18 [ "id" => 0 "name" => null "username" => null "email" => null "password" => "***r...
  • afterLoad (4.12MB) (27.34ms)
  • afterInitialise (11.08MB) (81.73ms)
  • afterCache (5.76MB) (36.61ms)
  • 1 x afterInitialise (11.08MB) (55.79%)
    81.73ms
    1 x afterCache (5.76MB) (24.99%)
    36.61ms
    1 x afterLoad (4.12MB) (18.67%)
    27.34ms
19 statements were executed2.37ms32.35KB
  • SELECT @@SESSION.sql_mode;35μs1.57KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:334Copy
  • SELECT `data` FROM `icop0_session` WHERE `session_id` = ?75μs1.61KBParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:261Copy
  • SELECT `session_id` FROM `icop0_session` WHERE `session_id` = :session_id LIMIT 163μs1.61KBParams/libraries/src/Session/MetadataManager.php:187Copy
  • INSERT INTO `icop0_session` (`session_id`,`guest`,`time`,`userid`,`username`,`client_id`) VALUES (:session_id, :guest, :time, :user_id, :username, :client_id)173μs944BParams/libraries/src/Session/MetadataManager.php:260Copy
  • SELECT `id`,`rules` FROM `icop0_viewlevels`97μs1.59KB/libraries/src/Access/Access.php:955Copy
  • SELECT `b`.`id` FROM `icop0_usergroups` AS `a` LEFT JOIN `icop0_usergroups` AS `b` ON `b`.`lft` <= `a`.`lft` AND `b`.`rgt` >= `a`.`rgt` WHERE `a`.`id` = :guest116μs1.64KBParams/libraries/src/Access/Access.php:868Copy
  • SELECT `value` FROM `icop0_admintools_storage` WHERE `key` = 'cparams'105μs856B/administrator/components/com_admintools/src/Helper/Storage.php:120Copy
  • SELECT `option`,`view`,`query` FROM `icop0_admintools_wafexceptions`134μs960B/plugins/system/admintools/src/Utility/Cache.php:196Copy
  • SELECT `params` FROM `icop0_extensions` WHERE `type` = 'plugin' AND `folder` = 'system' AND `element` = 'admintools'150μs2.09KB/plugins/system/admintools/src/Utility/RescueUrl.php:324Copy
  • SELECT * FROM icop0_rsform_config150μs1.5KB/administrator/components/com_rsform/helpers/config.php:52Copy
  • SELECT `value` FROM icop0_acym_configuration WHERE `name` = 'level'75μs856B/plugins/system/acymtriggers/acymtriggers.php:639Copy
  • SELECT `value` FROM icop0_acym_configuration WHERE `name` = 'active_cron'62μs856B/plugins/system/acymtriggers/acymtriggers.php:639Copy
  • SELECT `value` FROM icop0_acym_configuration WHERE `name` = 'cron_next'57μs856B/plugins/system/acymtriggers/acymtriggers.php:639Copy
  • SELECT `value` FROM icop0_acym_configuration WHERE `name` = 'queue_type'65μs856B/plugins/system/acymtriggers/acymtriggers.php:639Copy
  • SELECT *,(subpath=1 AND LOCATE(sef_link, '%2Fjobs%2Fjob-detail%2Fjob-Call-Centre-Agent-job-at-Zambia-National-Commercial-Bank-Plc-74840%2F')=1) inSub FROM icop0_jlexblock WHERE ((mt_fullsite=1 AND mt_index=1) OR ((`sef_link`='%2Fjobs%2Fjob-detail%2Fjob-Call-Centre-Agent-job-at-Zambia-National-Commercial-Bank-Plc-74840%2F' OR (subpath=1 AND LOCATE(sef_link, '%2Fjobs%2Fjob-detail%2Fjob-Call-Centre-Agent-job-at-Zambia-National-Commercial-Bank-Plc-74840%2F')=1)) AND mt_fullsite=0)) AND published=1 ORDER BY mt_area DESC,id ASC208μs4.23KB/plugins/system/jlexblock/jlexblock.php:150Copy
  • SELECT *,(subpath=1 AND LOCATE(sef_link, '%2Fjobs%2Fjob-detail%2Fjob-Call-Centre-Agent-job-at-Zambia-National-Commercial-Bank-Plc-74840%2F')=1) inSub FROM icop0_jlexblock WHERE ((mt_fullsite=1 AND mt_index=1) OR ((`sef_link`='%2Fjobs%2Fjob-detail%2Fjob-Call-Centre-Agent-job-at-Zambia-National-Commercial-Bank-Plc-74840%2F' OR (subpath=1 AND LOCATE(sef_link, '%2Fjobs%2Fjob-detail%2Fjob-Call-Centre-Agent-job-at-Zambia-National-Commercial-Bank-Plc-74840%2F')=1) OR `list_var` LIKE '%com_jsjobs%') AND mt_fullsite=0)) AND published=1 ORDER BY mt_area DESC,id ASC275μs4.25KB/plugins/system/jlexblock/jlexblock.php:150Copy
  • SELECT s.id, s.template, s.home, s.title AS long_title, s.params FROM icop0_template_styles AS s WHERE s.client_id = 0 AND s.template = 'jl_education_pro' ORDER BY s.id141μs3.7KB/libraries/gantry5/src/classes/Gantry/Joomla/StyleHelper.php:69Copy
  • SELECT `session_id` FROM `icop0_session` WHERE `session_id` = ?84μs1.63KBParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:291Copy
  • UPDATE `icop0_session` SET `data` = ? , `time` = ? WHERE `session_id` = ?306μs912BParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:318Copy