Vacancy title:
Call Centre Agent

[Type: FULL_TIME, Industry: Business Management and Administration, Category: Customer Service]

Jobs at:
Private

Deadline of this Job:
Thursday, July 10 2025

Duty Station:
Lusaka | Lusaka | Zambia

Summary
Date Posted: Sunday, July 6 2025, Base Salary: Not Disclosed

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JOB DETAILS:

We are looking for a highly motivated and customer-focused individual to join our team as a Call Center Agent, responsible for delivering exceptional service, resolving queries efficiently, and building lasting relationships with our clients.

Responsibilities:

• Manage all incoming phone calls and handle customer complaints; provide appropriate solutions and alternatives within the time limits.
• Identify and assess customers’ needs to achieve satisfaction
• Provide call-in clients with accurate, valid and complete information by using the right methods/tools
• Follow up with unresolved customer complaints to ensure resolution and build sustainable trust through interactive & open communication.
• Identify and assess customers’ needs to achieve satisfaction
• Keep records of customer interactions
• Respond to all written communications with customers within a very short period through company communication channels and uphold the communication procedures, guidelines and policies.
• Meet personal/team qualitative and quantitative targets.
• Collect data, identify customers’ needs, and clarify information.
• Follow communication/call center “scripts” when handling different topics/subjects.
• Able to probe knowledge of company products and services as well as seize opportunities to upsell company services and promotions.
• Build sustainable relationships and engage customers by taking the extra mile.
• Keep records of all conversations in our call center database in a comprehensible way.
• Knowing the company’s products inside and out so that you can answer questions.
• Communicating and coordinating with colleagues as necessary.

Requirements & Skills

• Proven customer support experience or experience as a Client Service Agent will be an added advantage.
• Track record of over-achieving targets/quotas
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Full Grade 12 certificate of 5 credits or better with Mathematics and English inclusive.

Work Hours: 8

Experience in Months: 24

Level of Education: professional certificate

Job application procedure
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