Summary
Date Posted: Wednesday, February 09, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Job Description | Contact Center Agent
Impact Enterprises International, a technology company providing outsourced support services based in Chipata, Zambia, is looking for an exceptional candidate to manage project success and deliver exceptional quality to our clients.
Company Overview:
Impact Enterprises provides valuable employment for high school and college graduates in Zambia. We are a for-profit social enterprise delivering world-class outsourcing services such as web research, content moderation, order management, and data entry. Launched in June 2013, we are seeking to become the premier outsourcing company in Africa.
Based in Chipata, we partner with international marketing, software, and consumer companies and universities to support their operations. All tasks are overseen by Project Managers. Internal training and workshops help develop the skills of all employees during their employment, allowing them to progress to new tasks over time. Visit our website to learn more: www.impactenterprises.org.

Job Scope | Duties
The primary goal of the Contact Center Agent, is to take calls from customers, answer questions or address any concerns they may have. Their duties include handling many requests to and from customers, listening to customers needs or issues and providing helpful solutions to their problems. is to serve as the lead point of contact for all customer account management matters. To ensure success, the Contact Centre Manager should possess extensive knowledge of resource allocation and ideally have experience in a similar industry. A first-class contact centre manager will be someone who can accurately assess resource needs and provide sufficient capacity to realize projects’ goals.

The Contact Centre Agent will be responsible for such tasks as:
• Handle many inbound and outbound requests and queries from customers and clients.
• Identify the needs of customers, resolve issues and provide solutions.
• Upsell other products wherever possible.
• Ensure you follow the customer service script provided by the company for uniformity.
• Also, be well read on company policies and the website for FAQs or policy related answers.
• Maintain good customer relations.
• Meet personal targets and work towards meeting team targets.
• Maintain records of the conversations with the customer and analyze the data.
• Write and submit timely reports on performance, targets and customer queries.
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Prepare reports on account status
• Assist with challenging client requests or issue escalations as needed
• Search for methods to improve workflow and efficiency
• Collect and compile statistical quality data
• Analyse data to identify areas for improvement in the quality system
• Develop, recommend and monitor corrective and preventive actions

Qualifications
• The candidate must meet all of the below qualifications:
• Bachelor’s Degree in Business Administration, Computer Science or similiar
• Typing speeds of no less than 30+ words per minute
• Trackable minimum 2 years experience in a customer or Call Center environment
• Excellent listening and written communication
• Excellent Data Entry skills
• Customer Service skills
• Excellent O’level results (especially in English and Math)

Additional valuable qualifications include:
• Team player with strong interpersonal, relationship-building, and stakeholder management
skills
• Keen interest in the ICT sector and working with start-up businesses.
• Experience teaching and working with youth in IT fields
• Demonstrate ability to administer and coordinate a group of individuals to perform a task.
• Experience working with foreign companies in the United States, Canada, Europe, or Australia
• Experience delivering client-focused solutions to customer needs


Job Experience: No Requirements

Work Hours: 8

Level of Education: Bachelor Degree

Job application procedure
To apply for this job please visit zfrmz.com.

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