Background information about the job or company

Access Bank Zambia is seeking to recruit a self-motivated, enthusiastic, and innovative person to fill the role of Team Lead, Contact Centre under the Customer Experience Department based at Mulungushi, Lusaka, Zambia.

Responsibilities or duties

Lead Agents in handling customer feedback via the Toll free and the social media channels and ensure timely resolution of queries and complaints. Act as an escalation point for unresolved calls and ensure 100% logging of complaints for tracking. Monitor team performance and adherence to daily work plans. Coordinate training on systems, new products, and services to keep the team updated. Lead Agents in executing outbound campaigns aligned with business growth objectives. Perform regular system checks and ensure 100% adherence to policies, procedures, and manuals. Engage internal stakeholders to follow up on escalated queries and unresolved issues. Demonstrate pride and alignment with the Access brand, values, and culture.

Qualifications or requirements

• Grade 12 School Certificate with 5 credits including English & Mathematics.
• Degree or equivalent qualification in Banking/Business Administration or any related Business related discipline.
• Proficiency in MS Office (Word, Excel, Power point and Outlook).
• Successful candidate will be required to provide verified academic qualifications by the Zambia Qualifications authority (ZAQA).

• Lead Agents in handling customer feedback
• Monitor team performance
• Coordinate training on systems
• Lead Agents in executing outbound campaigns
• Perform regular system checks
• Engage internal stakeholders
• Demonstrate pride and alignment with the Access brand

• Grade 12 School Certificate with 5 credits including English & Mathematics
• Degree or equivalent qualification in Banking/Business Administration or any related Business related discipline
• Proficiency in MS Office (Word, Excel, Power point and Outlook)
• Successful candidate will be required to provide verified academic qualifications by the Zambia Qualifications authority (ZAQA)