DUTIES & RESPONSIBILITIES

• Build rapport with customers by handling each and every customer call in a courteous; and professional manner,
• Ensures consistently imparts the correct product and services information during each call.
• Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service
• Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.
• Ensure that the quality of each call is in compliance with predefined quality parameters.
• Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader.
• Ensure strict adherence to established attendance schedules.
• Ensures daily performance targets are met.

QUALIFICATIONS

Minimum qualification Grade 12 certificate with minimum 5 credits, English and Mathematics inclusive.

Tertiary education is an added advantage.

LANGUAGES

Candidates should be able to speak 3 or more local languages listed below:

Bemba, Tonga, Lozi, Nyanga, Lunda, Kaonde or Luvale

• Build rapport with customers by handling each and every customer call in a courteous; and professional manner,
• Ensures consistently imparts the correct product and services information during each call.
• Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service
• Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.
• Ensure that the quality of each call is in compliance with predefined quality parameters.
• Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader.
• Ensure strict adherence to established attendance schedules.
• Ensures daily performance targets are met.

• Customer service
• Communication
• Empathy
• Problem-solving
• Local languages (Bemba, Tonga, Lozi, Nyanga, Lunda, Kaonde or Luvale)

• Grade 12 certificate with minimum 5 credits, English and Mathematics inclusive.
• Tertiary education is an added advantage.
• Ability to speak 3 or more local languages: Bemba, Tonga, Lozi, Nyanga, Lunda, Kaonde or Luvale.