Summary
Date Posted: Thursday, November 12, 2020 , Base Salary: Not Disclosed

JOB DETAILS:
Job Title: Customer Experience Specialist
Reporting to: Call Centre Manager .

Key Responsibilities:
• Obtain customer information by answering telephone calls, interviewing clients and verifying information
• Determine eligibility by comparing customer information to requirements
• Record money that comes in as payment through various channels
• Maintain communication equipment by reporting problems
• Renew customers on relevant platforms
• Respond to WhatsApp messages on the various Call Center groups
• Maintain and record late renewals
• Quality assurance calls
• Make calls to delinquent customers
• Make courtesy calls to customers
• Follow up on unclaimed moneys
• Send Call Center Manager weekly reports
• Resolve customer complaints and escalate to appropriate staff where need be
• Ensure delightful customer experience
• Stay current on product & system knowledge
• Recovering money from delinquent customers
• Achieve monthly KPI scores

Candidate Attributes:
• Verbal communication
• Data entry skills
• Telephone etiquette
• Attention to detail
• Ability to work with a variety of stakeholders in multi-cultural environments
• Excellent customer service
• Multi-tasking

Requirements:
• Maximum 2 years’ experience year working in a Call Center
• Experience using a tablet or computer
• Grade 12 certificate
• Diploma or Degree
• Fluency in English and one or more local language (Bemba, Nyanja, Tonga)

Job Education Requirements: Not Specified

Job Experience Requirements: Not Specified

Work Hours: 8

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