Website cGrate Zambia
Processes Payments by connecting consumers, merchants & issuers
Position Overview
The Customer Experience Executive serves the customers.
Job Responsibilities
Managing inbound and outbound calls
Upselling cGrate product and services
Managing customers by email and WhatsApp
Escalating queries to responsible departments
Calling clients to inform them of the company’s new products and services
Assist in training new employees
KPI’s
Attainment of 100% quality customer service at all times
Ticketing and closure of all queries within 24 hours
Prepare monthly call customer experience Centre reports
Organizational Alignment
Reports to the Team Lead-Customer Experience
Qualifications
Diploma in Business Administration or related field
Call center and customer service experience
Proficiency with technology, especially computers, software applications, and phone systems
Personality Qualities
Exceptional verbal and written communication skills
Strong understanding of company products, policies, and services
Excellent problem solving and customer service skills
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
Dependability, Multi-tasking
Time and priority management skills
