Call Centre Agent – Inbound and Outbound

Job Summary

We 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.

Key Responsibilities

•   Handle a high volume of inbound and outbound calls in a professional manner.
•   Manage and respond to queries on social media platforms, particularly WhatsApp and Facebook.
•   Update and maintain client records accurately within the system.
•   Assess and understand customer needs to provide effective solutions.
•   Foster trust-based relationships with customers through proactive and empathetic communication.
•   Deliver accurate and complete information using established tools and resources.
•   Address customer complaints promptly and follow up to ensure resolution within agreed timelines.
•   Go the extra mile to provide an outstanding customer experience.
•   Maintain up-to-date records of customer interactions, transactions, and feedback.
•   Adhere to company communication protocols, standards, and policies.
•   Submit detailed periodic performance reports to the Call Centre Supervisor.
•   Perform additional duties as assigned by management.

Qualifications and Experience

•   A Diploma in Marketing, Business Administration, or a related field.
•   A minimum of one (1) year experience in a call center or customer service role.
•   Familiarity with customer relationship management systems and practices.
•   Proficient data entry and typing skills with attention to detail.

Essential Skills and Attributes

•    Exceptional verbal and written communication abilities.
•    Ability to work in a fast-paced environment and handle pressure effectively.
•    Strong interpersonal and conflict-resolution skills.
•    Ability to multitask, prioritize workload, and manage time efficiently.
•    Adaptable to various customer personalities and situations.