Vacancy title:
Call Center Representative

[Type: FULL_TIME, Industry: Professional Services, Category: Customer Service]

Jobs at:
SupaMoto

Deadline of this Job:
Wednesday, September 17 2025

Duty Station:
Lusaka | Lusaka | Zambia

Summary
Date Posted: Wednesday, September 3 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Position Overview:

As a Call Centre Representative, you will play a vital role in delivering exceptional customer experiences and driving business growth, contributing to the overall efficiency of our dynamic team.

Responsibilities:

• Answering and making calls to clients to address their needs, complaints, or other issues with SupaMoto products.
• Educating clients on the use of SupaMoto products and payment methods.
• Managing relationships with clients and other call center team members.
• Resolving queries from SupaMoto customers, sales representatives, Lead generators, resellers and escalating unresolved problems.

Major Tasks:

• Making Courtesy, Pre-disabled and Disabled calls.
• Answering incoming calls when assigned.
• Raising Tickets for all calls handled.

Minor Tasks:

• Providing cover for the inbound or Activations.
• Any other assigned tasks

Key Performance Indicators (KPIs):

• Reach your daily targets.
• Maintain Average Handling Time (AHT).
• Resolve on first contact and escalate queries promptly.
• Raise tickets and enter necessary notes on provided platforms
• Follow the provided Scripts.
• Maintain Minimum number of abandoned calls.
• Maintain Average Waiting Time (AWT).

Skill Requirement:

• A commitment to excellent customer service.
• Attention to detail.
• Time management.
• Patience and Flexibility.
• Superior listening, verbal, and written skills.
• Superb interpersonal skills, including the ability to multitask.
• Competent use of Microsoft suite of applications: Word, Excel, and Outlook
• Ability to handle stressful Customers appropriately.
• Excellent data entry and typing skills.
• Ability to learn fast and adapt.
• Quick critical thinking and problem-solving abilities.
• Team player with a positive attitude.
• Good collaboration and teamwork abilities.

Additional Requirements:

• Certificate or Diploma in Customer Care or any related field.
• Fluent in Bemba and Nyanja. Any other local languages will be an added advantage.
• Call Center experience is an added advantage.
• Eagerness to learn and contribute to a dynamic team environment.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Ability to maintain a professional work ethic.

Work Hours: 8

Experience in Months: 24

Level of Education: associate degree

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