The role combines customer service, telephone sales discipline and accurate recordkeeping.

Key Responsibilities

• Contact newly assigned leads within the agreed response time and follow up consistently.
• Verify the customer's name, reachable telephone number, exact product, quantity, selling price and Cash on Delivery (COD) amount.
• Capture a complete delivery location, including landmarks, preferred delivery time and an alternative contact where available.
• Confirm that the customer is available, understands the order and is ready to pay; answering a call alone does not constitute a confirmed order.
• Identify duplicate orders, including cases where a customer has ordered similar products from different sellers.
• Maintain one MFT order reference, an accurate current status and complete notes for every order.
• Coordinate dispatch readiness with Operations and support conversion to Pick-Up, Drop-Off (PUDO) points where appropriate.
• Follow up on unreachable customers, rescheduled deliveries and failed-delivery cases within defined timelines.
• Escalate misleading advertising, incorrect prices, product complaints and recurring delivery issues.
• Protect customer information and merchant confidentiality and submit accurate daily reports.

Minimum Requirements

• 12–24 months' experience in telesales, a call centre, customer service, e-commerce or order confirmation.
• Strong spoken and written English.
• Strong working ability in Nyanja and/or Bemba; additional Zambian languages are an advantage.
• Confident use of Google Sheets, WhatsApp Business and web-based order systems.

• Contact newly assigned leads within the agreed response time and follow up consistently.
• Verify the customer's name, reachable telephone number, exact product, quantity, selling price and Cash on Delivery (COD) amount.
• Capture a complete delivery location, including landmarks, preferred delivery time and an alternative contact where available.
• Confirm that the customer is available, understands the order and is ready to pay; answering a call alone does not constitute a confirmed order.
• Identify duplicate orders, including cases where a customer has ordered similar products from different sellers.
• Maintain one MFT order reference, an accurate current status and complete notes for every order.
• Coordinate dispatch readiness with Operations and support conversion to Pick-Up, Drop-Off (PUDO) points where appropriate.
• Follow up on unreachable customers, rescheduled deliveries and failed-delivery cases within defined timelines.
• Escalate misleading advertising, incorrect prices, product complaints and recurring delivery issues.
• Protect customer information and merchant confidentiality and submit accurate daily reports.

• Strong spoken and written English
• Strong working ability in Nyanja and/or Bemba
• Confident use of Google Sheets, WhatsApp Business and web-based order systems

• 12–24 months' experience in telesales, a call centre, customer service, e-commerce or order confirmation.