Duties & Responsibilities

Build rapport with customers by handling every call in a courteous and professional manner.

Provide accurate information about products and services during each customer interaction.

Obtain, clarify, verify, and communicate information effectively to ensure exceptional customer service delivery.

Demonstrate appropriate levels of empathy where required and provide customers with caring, individualized attention.

Ensure that the quality of each call meets predefined quality standards.

Contribute to improving the customer experience by identifying opportunities for process and productivity improvements and escalating them to the Team Leader.

Adhere strictly to established attendance schedules.

Ensure daily performance targets are consistently met.

Qualifications

Minimum Grade 12 Certificate with at least five (5) credits, including English and Mathematics.

Tertiary education will be considered an added advantage.

Age Requirement

24 – 35 years

Language Requirements

Candidates should be able to fluently speak three (3) or more of the following local languages:

• Bemba
• Tonga
• Lozi
• Nyanja
• Lunda
• Kaonde
• Luvale

Additional Requirements

Must be willing to work in shifts.

• Build rapport with customers by handling every call in a courteous and professional manner.
• Provide accurate information about products and services during each customer interaction.
• Obtain, clarify, verify, and communicate information effectively to ensure exceptional customer service delivery.
• Demonstrate appropriate levels of empathy where required and provide customers with caring, individualized attention.
• Ensure that the quality of each call meets predefined quality standards.
• Contribute to improving the customer experience by identifying opportunities for process and productivity improvements and escalating them to the Team Leader.
• Adhere strictly to established attendance schedules.
• Ensure daily performance targets are consistently met.

• Customer service
• Communication
• Empathy
• Problem-solving
• Fluent in at least three local languages (Bemba, Tonga, Lozi, Nyanja, Lunda, Kaonde, Luvale)

• Minimum Grade 12 Certificate with at least five (5) credits, including English and Mathematics.
• Tertiary education will be considered an added advantage.
• Age between 24 – 35 years.
• Fluent in three or more local languages (Bemba, Tonga, Lozi, Nyanja, Lunda, Kaonde, Luvale).
• Willingness to work in shifts.