Position Overview

The Customer Experience Intern will support the Customer Experience team in handling customer interactions and ensuring clients receive timely assistance. This internship provides exposure to customer service operations, digital communication channels, and relationship management while building practical skills in problem-solving and communication.

Job Responsibilities

• Assist in handling inbound and outbound customer calls under supervision.
• Support in responding to customer queries via email and WhatsApp.
• Help in escalating unresolved queries to the responsible departments.
• Participate in customer outreach activities, such as informing clients about new products and services.
• Shadow and assist the team in training new staff or merchants where necessary.
• Maintain records of customer interactions for tracking and reporting purposes.

As well as above, any other duties given by management

Accountability and Performance Measures

• Demonstrate effective customer communication skills (phone, email, WhatsApp).
• Understand the process of query ticketing and closure within set timelines.
• Gain knowledge of upselling techniques and customer engagement.
• Contribute to the preparation of customer experience reports.
• Build confidence in managing customer issues while maintaining professionalism.

Organizational Alignment

• Reports to: Team Lead – Customer Experience
• Works closely with: Customer Experience Executives and Operations Team

Qualifications

• Minimum: Grade 12 Certificate
• Added Advantage: Recently completed a Degree in Business Administration, Finance, IT, or a related field.
• Strong computer literacy (Microsoft Office, data entry)
• Should be able to speak at least 1 Zambian language.

Personality Qualities

• Strong verbal and written communication skills
• Willingness to learn company products, policies, and services
• Good problem-solving and customer service orientation
• Ability to remain calm and courteous under pressure
• Dependable, organized, and able to multitask
• Eager to develop time and priority management skills

• Assist in handling inbound and outbound customer calls under supervision.
• Support in responding to customer queries via email and WhatsApp.
• Help in escalating unresolved queries to the responsible departments.
• Participate in customer outreach activities, such as informing clients about new products and services.
• Shadow and assist the team in training new staff or merchants where necessary.
• Maintain records of customer interactions for tracking and reporting purposes.

• Strong verbal and written communication skills
• Willingness to learn company products, policies, and services
• Good problem-solving and customer service orientation
• Ability to remain calm and courteous under pressure
• Dependable, organized, and able to multitask
• Eager to develop time and priority management skills
• Strong computer literacy (Microsoft Office, data entry)
• Should be able to speak at least 1 Zambian language.

• Minimum: Grade 12 Certificate
• Added Advantage: Recently completed a Degree in Business Administration, Finance, IT, or a related field.
• Strong computer literacy (Microsoft Office, data entry)
• Should be able to speak at least 1 Zambian language.