Job Title: Call Centre Representative

Company: Emerging Cooking Solutions (Zambia) Limited, trading as SupaMoto

Reporting to: Call Centre and after Sale Jnr Manager

Location: Lusaka, Zambia

Terms: 3 Months’ Probation

About Us:

Emerging Cooking Solutions (Zambia) Limited, trading as SupaMoto, is a leading player in the Advanced Biomass Cooking sector, dedicated to positive global impacts. As a Zambian/Swedish joint venture, we introduce clean-burning modern cook-stoves that use renewable cooking fuel pellets, our locally produced pellets are an affordable and eco-friendly alternative to charcoal, promoting environmental sustainability and addressing the challenge of deforestation.

We are a young, dynamic start-up company and a leader in the Advanced Biomass Cooking sector, committed to creating positive impacts globally. From humble beginnings, we have cultivated a vibrant spirit and now boast excellent potential for growth. As we flourish, we seek an energetic and committed professional to join our team as a call centre representative.

In line with the company’s origins, we seek a committed and dynamic individual who can grow into the team and the role. The right person will be eager and brilliant, with strong interpersonal skills, integrity, and a love for systems and processes.

Position Overview:

As a Call Centre Representative, you will play a vital role in delivering exceptional customer experiences and driving business growth, contributing to the overall efficiency of our dynamic team.

Responsibilities:

• Answering and making calls to clients to address their needs, complaints, or other issues with SupaMoto products.
• Educating clients on the use of SupaMoto products and payment methods.
• Managing relationships with clients and other call center team members.
• Resolving queries from SupaMoto customers, sales representatives, Lead generators, resellers and escalating unresolved problems.

Major Tasks:

• Making Courtesy, Pre-disabled and Disabled calls.
• Answering incoming calls when assigned.
• Raising Tickets for all calls handled.

Minor Tasks:

• Providing cover for the inbound or Activations.
• Any other assigned tasks

Key Performance Indicators (KPIs):

• Reach your daily targets.
• Maintain Average Handling Time (AHT).
• Resolve on first contact and escalate queries promptly.
• Raise tickets and enter necessary notes on provided platforms
• Follow the provided Scripts.
• Maintain Minimum number of abandoned calls.
• Maintain Average Waiting Time (AWT).

Skill Requirement:

• A commitment to excellent customer service.
• Attention to detail.
• Time management.
• Patience and Flexibility.
• Superior listening, verbal, and written skills.
• Superb interpersonal skills, including the ability to multitask.
• Competent use of Microsoft suite of applications: Word, Excel, and Outlook
• Ability to handle stressful Customers appropriately.
• Excellent data entry and typing skills.
• Ability to learn fast and adapt.
• Quick critical thinking and problem-solving abilities.
• Team player with a positive attitude.
• Good collaboration and teamwork abilities.

Additional Requirements:

• Certificate or Diploma in Customer Care or any related field.
• Fluent in Bemba and Nyanja. Any other local languages will be an added advantage.
• Call Center experience is an added advantage.
• Eagerness to learn and contribute to a dynamic team environment.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Ability to maintain a professional work ethic.