Responsible for responding to customer queries, complaints and troubleshooting customer service problems by managing the flow of incoming calls, emails and applications. Always assisting customers in a professional way, in some cases dialling out to make outbound sales

Key Responsibilities

Handle customer inquiries by phone, email and chats

Document all call information according to standard operating procedures

Route calls to appropriate person or department when needed

Follow communication scripts when handling different topics;

Manage, research, identify, and resolve customer complaints using available resources

Sell products and place customer applications in the ERP system

Research required information using available resources and provide customers with product and service information

Process web applications

Follow up on customer calls and inquiries where applicable.

Enter new and update existing customer information into system

Recognize, document, and alert the management team of trends in customer behaviour, give feedback on findings for continuous quality improvement cycle

Identify and escalate issues to supervisors

Upsell products and services

Complete call logs and reports

Ensure adherence to established attendance schedules

Process loans, forms and applications as per set operating procedures

Conduct outbound calls as assigned by the Call Centre Manager

Perform other tasks as assigned by the Call Centre Manager

QUALIFICATIONS AND REQUIREMENTS

• Grade 12 School Certificate with 5 credits including English and Mathematics
• Diploma or better in any business-related course,
• 1-2 years of experience in Customer Service preferably in a call centre environment which has sales
• Must be based in Lusaka or willing to self-relocate
• Computer literate (Microsoft Word and Excel)
• Strong phone and verbal communication skills along with active listening
•  Strong written communication skills
• Relevant selling and marketing skills
• Excellent interpersonal skills
• Good understanding of customer service principles,
• Analytical thinking with an attention to detail and accuracy
• Excellent time management, good organizational and multi-tasking skills
• Honesty and Integrity with the ability to maintain confidentiality and exercise discretion
• Approachable and team player
• Target driven and persistence.
• Ability to handle stressful situations appropriately