Call Centre Agent – Inbound and Outbound
2025-06-24T04:48:07+00:00
Bantu Recruitment Agency
https://cdn.greatzambiajobs.com/jsjobsdata/data/employer/comp_8295/logo/bantu%20recruitment%20agency.png
https://www.bantuagency.com.au/
FULL_TIME
Lusaka
Lusaka
10101
Zambia
Human Services
Customer Service
2025-06-25T17:00:00+00:00
Zambia
8
Job Summary
We are looking for dynamic and customer-focused Call Centre Agents to manage inbound and outbound calls on behalf of our clients. Based in Lusaka, the successful candidates will provide first-contact resolution to customer inquiries, support product/service delivery, and ensure that customers receive timely, courteous, and effective service across all platforms including WhatsApp and Facebook. This role demands excellent communication skills, a keen eye for detail, and a strong desire to help others.
Key Responsibilities
- Handle a high volume of inbound and outbound calls in a professional manner.
- Manage and respond to queries on social media platforms, particularly WhatsApp and Facebook.
- Update and maintain client records accurately within the system.
- Assess and understand customer needs to provide effective solutions.
- Foster trust-based relationships with customers through proactive and empathetic communication.
- Deliver accurate and complete information using established tools and resources.
- Address customer complaints promptly and follow up to ensure resolution within agreed timelines.
- Go the extra mile to provide an outstanding customer experience.
- Maintain up-to-date records of customer interactions, transactions, and feedback.
- Adhere to company communication protocols, standards, and policies.
- Submit detailed periodic performance reports to the Call Centre Supervisor.
- Perform additional duties as assigned by management.
Qualifications and Experience
- A Diploma in Marketing, Business Administration, or a related field.
- A minimum of one (1) year experience in a call center or customer service role.
- Familiarity with customer relationship management systems and practices.
- Proficient data entry and typing skills with attention to detail.
Essential Skills and Attributes
- Exceptional verbal and written communication abilities.
- Ability to work in a fast-paced environment and handle pressure effectively.
- Strong interpersonal and conflict-resolution skills.
- Ability to multitask, prioritize workload, and manage time efficiently.
- Adaptable to various customer personalities and situations.
Handle a high volume of inbound and outbound calls in a professional manner. Manage and respond to queries on social media platforms, particularly WhatsApp and Facebook. Update and maintain client records accurately within the system. Assess and understand customer needs to provide effective solutions. Foster trust-based relationships with customers through proactive and empathetic communication. Deliver accurate and complete information using established tools and resources. Address customer complaints promptly and follow up to ensure resolution within agreed timelines. Go the extra mile to provide an outstanding customer experience. Maintain up-to-date records of customer interactions, transactions, and feedback. Adhere to company communication protocols, standards, and policies. Submit detailed periodic performance reports to the Call Centre Supervisor. Perform additional duties as assigned by management.
Exceptional verbal and written communication abilities. Ability to work in a fast-paced environment and handle pressure effectively. Strong interpersonal and conflict-resolution skills. Ability to multitask, prioritize workload, and manage time efficiently. Adaptable to various customer personalities and situations.
A Diploma in Marketing, Business Administration, or a related field. A minimum of one (1) year experience in a call center or customer service role. Familiarity with customer relationship management systems and practices. Proficient data entry and typing skills with attention to detail.
JOB-685a2e077c123
Vacancy title:
Call Centre Agent – Inbound and Outbound
[Type: FULL_TIME, Industry: Human Services, Category: Customer Service]
Jobs at:
Bantu Recruitment Agency
Deadline of this Job:
Wednesday, June 25 2025
Duty Station:
Lusaka | Lusaka | Zambia
Summary
Date Posted: Tuesday, June 24 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Job Summary
We are looking for dynamic and customer-focused Call Centre Agents to manage inbound and outbound calls on behalf of our clients. Based in Lusaka, the successful candidates will provide first-contact resolution to customer inquiries, support product/service delivery, and ensure that customers receive timely, courteous, and effective service across all platforms including WhatsApp and Facebook. This role demands excellent communication skills, a keen eye for detail, and a strong desire to help others.
Key Responsibilities
- Handle a high volume of inbound and outbound calls in a professional manner.
- Manage and respond to queries on social media platforms, particularly WhatsApp and Facebook.
- Update and maintain client records accurately within the system.
- Assess and understand customer needs to provide effective solutions.
- Foster trust-based relationships with customers through proactive and empathetic communication.
- Deliver accurate and complete information using established tools and resources.
- Address customer complaints promptly and follow up to ensure resolution within agreed timelines.
- Go the extra mile to provide an outstanding customer experience.
- Maintain up-to-date records of customer interactions, transactions, and feedback.
- Adhere to company communication protocols, standards, and policies.
- Submit detailed periodic performance reports to the Call Centre Supervisor.
- Perform additional duties as assigned by management.
Qualifications and Experience
- A Diploma in Marketing, Business Administration, or a related field.
- A minimum of one (1) year experience in a call center or customer service role.
- Familiarity with customer relationship management systems and practices.
- Proficient data entry and typing skills with attention to detail.
Essential Skills and Attributes
- Exceptional verbal and written communication abilities.
- Ability to work in a fast-paced environment and handle pressure effectively.
- Strong interpersonal and conflict-resolution skills.
- Ability to multitask, prioritize workload, and manage time efficiently.
- Adaptable to various customer personalities and situations.
Work Hours: 8
Experience in Months: 12
Level of Education: associate degree
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