DUTIES & RESPONSIBILITIES

a.    Build rapport with customers by handling each and every customer call in a courteous; and professional manner,

b.    Ensures consistently imparts the correct product and services information during each call.

c.    Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service

d.    Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.

e.     Ensure that the quality of each call is in compliance with predefined quality parameters.

f.    Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader.

g.     Ensure strict adherence to established attendance schedules.

h. Ensures daily performance targets are met.

QUALIFICATIONS

Minimum qualification Grade 12 certificate with minimum 5 credits, English and Mathematics inclusive.

Tertiary education is an added advantage.

LANGUAGES

Candidates should be able to speak 3 or more local languages listed below:

Bemba, Tonga, Lozi, Nyanga, Lunda, Kaonde or Luvale