Job Overview

Falcon Express Limited is one of the fastest growing courier service companies in Zambia. We are hiring an experienced Customer Service Agent to help us keep growing. If you’re dedicated and ambitious, then Falcon Express is an excellent place to grow your career. Don’t hesitate to apply.

Responsibilities for Customer Service Agent

Communicate with current and potential clients via telephone, email, online chat, or social media

Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines

Maintain a courteous and calm manner at all times to de-escalate stressful situations

Document personal information to create, update, or adjust customer accounts

Prepare call-related information for purposes of auditing and reporting

Provide and respond to feedback about any aspect of the job or its duties

Answer inbound calls or generate outbound calls, in some cases cold calling to follow up on orders

Coordinate bookings with riders and other branches

Qualifications for Customer Service Agent

Diploma in business administration, sales, or related field of study preferred

Grade 12 certificate with credit in English and Mathematics or better

Prior experience working in call centres or sales representative

Proficiency with basic computer applications, such as Microsoft Windows, Word, and Excel

multilingual language skills a plus ( knowledge of more than two local languages will be an added advantage)

Excellent verbal and written communication skills

Ability to remain calm and composed in a fast-paced, high-pressure environment

Good empathy and listening skills to de-escalate situations and identify the underlying issues of a problem

Ability to stand or sit for extended periods of time