Job Overview

Lenderu Lending Solutions Zambia is looking for a customer-focused and results-driven Call Centre Agent to join our team. The successful candidate will be responsible for handling customer inquiries, complaints, loan applications, and service requests while delivering excellent customer service and supporting sales activities.

Key Responsibilities

• Handle customer inquiries via phone, email, chat, and other channels.
• Provide accurate information on products and services.
• Resolve customer complaints and escalate issues where necessary.
• Process customer applications, loan requests, and online submissions.
• Update and maintain customer records and interaction logs.
• Conduct outbound calls for follow-ups and sales activities.
• Promote and upsell the Company's products and services.
• Ensure compliance with customer service procedures and standards.
• Meet service, sales, and productivity targets.
• Perform any other duties assigned by Management.

Requirements

• Full Grade 12 School Certificate with credits in English and Mathematics.
• Diploma or higher qualification in Business Administration, Marketing, Banking and Finance, Customer Service, or a related field.
• Minimum 2 years' experience in a call centre, customer service, or sales role.
• Experience in a lending or financial services environment will be an added advantage.
• Proficiency in Microsoft Word and Excel.
• Strong communication, customer service, and problem-solving skills.
• Ability to work under pressure and meet targets.

Key Competencies

• Customer Focus
• Good Communication Skills
• Problem Solving
• Sales Orientation
• Attention to Detail
• Time Management
• Teamwork
• Integrity and Confidentiality
• Resilience and Adaptability

• Handle customer inquiries via phone, email, chat, and other channels.
• Provide accurate information on products and services.
• Resolve customer complaints and escalate issues where necessary.
• Process customer applications, loan requests, and online submissions.
• Update and maintain customer records and interaction logs.
• Conduct outbound calls for follow-ups and sales activities.
• Promote and upsell the Company's products and services.
• Ensure compliance with customer service procedures and standards.
• Meet service, sales, and productivity targets.
• Perform any other duties assigned by Management.

• Customer Focus
• Good Communication Skills
• Problem Solving
• Sales Orientation
• Attention to Detail
• Time Management
• Teamwork
• Integrity and Confidentiality
• Resilience and Adaptability
• Proficiency in Microsoft Word and Excel.

• Full Grade 12 School Certificate with credits in English and Mathematics.
• Diploma or higher qualification in Business Administration, Marketing, Banking and Finance, Customer Service, or a related field.
• Minimum 2 years' experience in a call centre, customer service, or sales role.
• Experience in a lending or financial services environment will be an added advantage.