Bantu Agency is looking for Customer service personnel to work for Bantu Ride. The following positions are available:

1.     Call Centre Supervisor

Job Summary

We are seeking an experienced and results-oriented Call Centre Supervisor to oversee the daily operations of our call center team. This role is pivotal in ensuring the delivery of exceptional customer service and operational excellence. Based in Lusaka, incumbent will be responsible for supervising agents, optimizing customer engagement processes, managing reporting frameworks, and contributing to business development through customer interactions. Additionally, the Supervisor will serve as a liaison between clients, vendors, and internal teams, ensuring seamless communication and efficient service delivery.

Key Responsibilities

A.  Customer Experience Management

• Ensure all inbound customer calls are accurately recorded in the CRM system – 100% compliance.
•  Generate and review daily query reports on unresolved cases.
•   Produce weekly inbound traffic reports with actionable insights.
•   Resolve inbound queries received via email, WhatsApp, and escalate complex issues when necessary.
•   Monitor and summarize customer inquiries for management reporting.
•   Coordinate and send customer engagement SMS campaigns (monthly and ad hoc), ensuring a minimum 90% delivery rate.
•   Facilitate the conversion of inbound inquiries into sales leads and follow up on potential business.
•   Analyse recurring customer issues and recommend timely resolutions.
•   Ensure proper customer query handling and follow-up to guarantee closure within SLA timelines.
•   Maintain data accuracy for all customer service records and reports.

B.  New Business Development

•   Drive agent performance to meet organisation’s mission.
•   Supervise lead generation and data mining efforts for business growth.
•   Monitor agent productivity and optimize performance metrics.

C.   Reporting and Documentation

•   Welcome call reports
•   Inbound traffic and quality assurance reports
•   Dropped calls and arrears reports
•   New business production and conservation reports
•   Ad hoc management reports as requested

Qualifications and Experience

•   Full Grade 12 Certificate or equivalent.
•   A Diploma or Degree in Business Administration, Marketing, Sales, or a related field.
•   Membership with a recognized professional body such as Zambia Institute of Marketing (ZIM) is an added advantage.
•   Minimum of two (2) years’ experience in a customer service role within a multinational or high-performance organization.
•   Solid understanding of CRM systems, customer experience principles, and business process improvements.
•   Proficient in Microsoft Office applications: Outlook, Word, Excel.

Required Competencies

•   Strong leadership and supervisory skills.
•   Excellent communication skills (oral and written).
•   High level of integrity, professionalism, and reliability.
•   Analytical thinking and problem-solving abilities.
•   Customer-centric mindset with an ability to manage high-pressure situations.