Customer Service Jobs at Right to Care and PULA

Deadline of this Job: 
18 December 2022

Minimum Required Qualifications and Experience:
§ Grade 12 Certificate
§ Diploma in secretarial or administration
§ Hands on experience in handling office equipment e.g. Printer, binder etc
§ Proficiency in Microsoft office applications
§ Strong written and verbal communications skills
§ Professional attitude and appearance
Desirable Qualifications and Experience:
§ Previous experience working as receptionist
§ 2 years’ experience as a receptionist
§ Customer Service oriented and honest
§ Confidentiality
§ Previous experience in NGO sector added advantage

§ Customer Orientation
§ Good Interpersonal skills
§ Good time management skills and ability to determine priorities
§ Counselling skills
§ Professional Ethics

§ Greet and welcome visitors as soon as they arrive at the office.
§ Direct visitors to the appropriate person and office
§ Maintain office security by following safety procedures
§ Controlling access via the reception desk i.e. ensure visitors register and screening registers are completed and issue visitors’ badge
§ Maintain office security by following safety procedures
§ Controlling access via the reception desk i.e. ensure visitors register and screening registers are completed and issue visitors’ badge
§ Answer, screen, and forward incoming calls
§ Receive, sort, record and distribute mail/deliveries
§ Order front office supplies and keep inventory of stock
§ Perform other clerical duties such as scanning, photocopying, binding, etc
§ Maintain a proper filing system for the Operations unit
§ Review booking requests meeting rooms to ensure there is no clash among requesters.
§ Ensure meeting room set up has all the requirements

Deadline of this Job: 27 December 2022

Pula is seeking experienced, motivated and energetic personnel to fill in a vacant position of a Call Centre Coordinator to be based in Zambia.
This is a challenging and equally rewarding role that requires a results-oriented person with a positive attitude, excellent organization and communication skills. The candidate will be required to perform the following duties involving call center coordination;
• Participate in Weekly Calls with HQ and provide timely updates and priorities
• Ensure systems are running smoothly between Call Centre, PULA HQ team and Field team
• Create and continually improve call centre scripts, FAQ lists and escalation procedures
• Build relationships with staff and Clients
• Update task tracking using Google Documents, Whatsapp and other Software as requested.
• Submit daily and Weekly KPIs as requested
• Creating budgets and tracking expenses
• Lead Implementation of Surveys and reporting
• Support with any challenges related to registration and claims processing
• Set targets for the support desk agents and make sure that action plans are completed.
• Proactively identifying and resolving problems
• Support a team of 3 to 5 or more Support desk agents where necessary
• Hire, train, coach and motivate support desk agents to provide high quality customer service.
• Support desk performance management

Job Competencies (Knowledge, Experience and Attributes / Skills)
• Diploma/Degree in Customer Engagement, Business Management, Marketing or IT, those with a good understanding of call centre technology will have an added advantage.
• Proficiency in Bemba, Tonga or Lozi will be an added advantage.
• Experience working in data -rich settings with high analytical skills
• Excellent communication skills-both orally and in wiritng.
• Excellent multitasking, time management and leadership skills
• Work experience with Customer Service roles.
• Prior experience in a supervisory position
• Strong problem solving-ability and analytical skills

To learn more about Pula:
• TED Talk: Crop Insurance, an Idea Worth Seeding
• New York Times: He Grew up on a Farm. Now, He Helps Protect Them
• The Economist: The Poor, Who Most Need Insurance, Are Least Likely to Have It