OSHO Zambia – We grow with you!

Role

Ensure excellent customer service is offered to our customers, which will lead to consistency in customer delivery, customer satisfaction, customer retention, improved sales, and growth of the company.

Key Responsibilities

• Handle all client and customer-related issues through phone calls, SMS, social media, WhatsApp, LinkedIn and email.
• Management and effective use of CRM on all issues pertaining to customers.
• Coordinate all escalations and monitor all active and pending cases, including tasks on CRM.
• Follow up on resolving product and service problems by clarifying the customer's complaint, determining the root cause of the problem, providing feedback and following up with the customer as per the Escalation Matrix/SLA form.
• Effectively communicate with customers on stock availability, box packing, price lists, new packs, and products.
• Manage the Customer Relationship Management (CRM) queue.
• Assist customers with all enquiries and complaints via phone, email, social media (WhatsApp or Facebook), SMS and webchat.
• Follow up on resolving product and customer service issues with relevant departments via tasks to ensure fast delivery as per the Service Level Agreement (SLA).

Key Qualifications

• Bachelor's Degree or Diploma in Agriculture, Marketing, Horticulture, Business Administration, or a related field.
• At least three (3) years of working experience in Agricultural Industries or Customer Service in a high call-traffic environment, targeting lower and middle-income groups.

• Handle all client and customer-related issues through phone calls, SMS, social media, WhatsApp, LinkedIn and email.
• Management and effective use of CRM on all issues pertaining to customers.
• Coordinate all escalations and monitor all active and pending cases, including tasks on CRM.
• Follow up on resolving product and service problems by clarifying the customer's complaint, determining the root cause of the problem, providing feedback and following up with the customer as per the Escalation Matrix/SLA form.
• Effectively communicate with customers on stock availability, box packing, price lists, new packs, and products.
• Manage the Customer Relationship Management (CRM) queue.
• Assist customers with all enquiries and complaints via phone, email, social media (WhatsApp or Facebook), SMS and webchat.
• Follow up on resolving product and customer service issues with relevant departments via tasks to ensure fast delivery as per the Service Level Agreement (SLA).

• Customer Service
• CRM Management
• Communication
• Problem-solving
• Escalation Management

• Bachelor's Degree or Diploma in Agriculture, Marketing, Horticulture, Business Administration, or a related field.
• At least three (3) years of working experience in Agricultural Industries or Customer Service in a high call-traffic environment, targeting lower and middle-income groups.