Customer Service Representative

  • Full Time
  • Lusaka, Zambia
  • Applications have closed

Hazida Limited (Techno Solutions)

Position Overview:
Hazida Limited (Techno Solutions) is seeking a dedicated and Experienced Customer Service Representative to manage inbound and outbound calls, ensuring that customers receive timely, accurate, and professional service. The ideal candidate will possess strong teamwork skills, the ability to troubleshoot common issues, and the capacity to escalate queries when necessary. This role requires maintaining customer satisfaction by handling complaints and inquiries effectively and ensuring follow-up communication with customers.

Key Responsibilities:

Call Management:

  • Handle inbound and outbound calls in a timely and professional manner.
  • Provide introductory information to prospective and new customers.

Customer Satisfaction:

  • Ensure customers are satisfied with products or services by handling complaints and inquiries.
  • Follow up with clients or customers by phone or email to check on their satisfaction with the service.

Issue Resolution:

  • Troubleshoot common issues with products over the phone.
  • Escalate queries and concerns to appropriate departments when necessary.
  • Report issues to the Manager in a timely manner if escalation is needed

Team Collaboration:

  • Collaborate with representatives and coworkers in other departments to ensure effective resolution of customer issues.
  • Work with a team of Customer Service Representatives (CSRs) and other departments to find appropriate solutions to problems.

Record Keeping:

  • Maintain records of customer interactions, transactions, comments, and complaints in Google Sheets or other systems as required.

Order Handling:

  • Handle inquiries related to spares ordered for customers.
  • Ensure accurate processing and follow-up on orders

Customer Communication:

  • Inform customers about additional products or services that might benefit them.
  • Determine the quickest, most effective ways to answer a client’s or customer’s questions

Skills and Qualifications:

  • High school diploma or equivalent; a college degree is a plus.
  • Proven experience as a Customer Service Representative or similar role.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving skills and ability to handle challenging situations.
  • Proficient in using Google Sheets and other record-keeping software.
  • Ability to work collaboratively in a team environment.
  • High attention to detail and organizational skills.
  • Ability to manage multiple tasks and prioritize effectively.

Personal Attributes:

  • Friendly and patient demeanor.
  • Professional and courteous attitude.
  • Strong work ethic and commitment to customer satisfaction.
  • Ability to remain calm under pressure.

Application Process:
Interested candidates should submit their CV outlining their relevant experience and why they are a good fit for this role.


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