Call Centre Agent \u2013 Inbound and Outbound
\nJob Summary
\nWe are looking for dynamic and customer-focused Call Centre Agents to manage inbound and outbound calls on behalf of our clients. Based in Lusaka, the successful candidates will provide first-contact resolution to customer inquiries, support product\/service delivery, and ensure that customers receive timely, courteous, and effective service across all platforms including WhatsApp and Facebook. This role demands excellent communication skills, a keen eye for detail, and a strong desire to help others.
\nKey Responsibilities<\/p>\n
\u00a0 Handle a high volume of inbound and outbound calls in a professional manner.
\n\u00a0 Manage and respond to queries on social media platforms, particularly WhatsApp and Facebook.
\n\u00a0 Update and maintain client records accurately within the system.
\n\u00a0 Assess and understand customer needs to provide effective solutions.
\n\u00a0 Foster trust-based relationships with customers through proactive and empathetic communication.
\n\u00a0 Deliver accurate and complete information using established tools and resources.
\n\u00a0 Address customer complaints promptly and follow up to ensure resolution within agreed timelines.
\n\u00a0 Go the extra mile to provide an outstanding customer experience.
\n\u00a0 Maintain up-to-date records of customer interactions, transactions, and feedback.
\n\u00a0 Adhere to company communication protocols, standards, and policies.
\n\u00a0 Submit detailed periodic performance reports to the Call Centre Supervisor.
\n\u00a0 Perform additional duties as assigned by management.<\/p>\n
Qualifications and Experience<\/p>\n
\u00a0 A Diploma in Marketing, Business Administration, or a related field.
\n\u00a0 A minimum of one (1) year experience in a call center or customer service role.
\n\u00a0 Familiarity with customer relationship management systems and practices.
\n\u00a0 Proficient data entry and typing skills with attention to detail.<\/p>\n
Essential Skills and Attributes<\/p>\n
\u00a0 \u00a0Exceptional verbal and written communication abilities.
\n\u00a0 \u00a0Ability to work in a fast-paced environment and handle pressure effectively.
\n\u00a0 \u00a0Strong interpersonal and conflict-resolution skills.
\n\u00a0 \u00a0Ability to multitask, prioritize workload, and manage time efficiently.
\n\u00a0 \u00a0Adaptable to various customer personalities and situations.<\/p>\n
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