Customer Experience Executive

  • Full Time
  • Lusaka, Zambia
  • Applications have closed

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


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


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

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