Summary
Date Posted: Monday, February 19 2024, Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose
Responsible for responding to customer queries, complaints and troubleshooting customer service problems by managing the flow of incoming calls, emails and applications. Always assisting customers in a professional way, in some cases dialling out to make outbound sales

Key Responsibilities
• Handle customer inquiries by phone, email and chats
• Document all call information according to standard operating procedures
• Route calls to appropriate person or department when needed
• Follow communication scripts when handling different topics;
• Manage, research, identify, and resolve customer complaints using available resources
• Sell products and place customer applications in the ERP system
• Research required information using available resources and provide customers with product and service information
• Process web applications
• Follow up on customer calls and inquiries where applicable.
• Enter new and update existing customer information into system
• Recognize, document, and alert the management team of trends in customer behaviour, give feedback on findings for continuous quality improvement cycle
• Identify and escalate issues to supervisors
• Upsell products and services
• Complete call logs and reports
• Ensure adherence to established attendance schedules
• Process loans, forms and applications as per set operating procedures
• Conduct outbound calls as assigned by the Call Centre Manager
• Perform other tasks as assigned by the Call Centre Manager

Qualifications and Requirements
• Grade 12 School Certificate with 5 credits including English and Mathematics
• Diploma or better in any business-related course,
1-2 years of experience in Customer Service preferably in a call centre environment which has sales
• Must be based in Lusaka or willing to self-relocate
• Computer literate (Microsoft Word and Excel)
• Strong phone and verbal communication skills along with active listening
• Strong written communication skills
• Relevant selling and marketing skills
• Excellent interpersonal skills
• Good understanding of customer service principles,
• Analytical thinking with an attention to detail and accuracy
• Excellent time management, good organizational and multi-tasking skills
• Honesty and Integrity with the ability to maintain confidentiality and exercise discretion
• Approachable and team player
• Target driven and persistence.
• Ability to handle stressful situations appropriately.

Work Hours: 8

Experience in Months: 12

Level of Education: Postgraduate Degree

Job application procedure
• Interested and qualified? Click here to apply

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