Website PANDA AFRICA SOLUTIONS LIMITED
Panda Africa is a licensed micro-finance institution that was incorporated and registered as a limited company in 2016 under Cap 388 company’s Act of the Laws of Zambia.
Our mission is to make financing accessible and affordable across Africa and the mandate is to provide tailor made affordable loans with flexible repayments to enable customers meet urgent financial needs with ease. We believe credit should be easily accessible to people. Anyone should be able to borrow as long as they have the capacity and willingness to pay back.
Job Summary
The Call Center Officer will serve as the primary point of contact for customers, providing exceptional customer service, addressing inquiries, resolving complaints, and ensuring customer satisfaction. This role requires excellent communication skills, a customer-centric approach, and the ability to handle multiple tasks efficiently in a fast-paced environment.
Key Responsibilities
Customer Support:
Respond to customer inquiries via phone, email, or chat promptly and professionally.
Provide accurate information about products, services, policies, and procedures.
Issue Resolution:
Identify customer needs and resolve issues effectively within the first interaction.
Escalate complex cases to the relevant department while ensuring follow-up for resolution.
Complaint Management:
Handle customer complaints with empathy and professionalism.
Record complaints and feedback for continuous improvement.
Data Entry & Documentation:
Maintain accurate customer records in the system.
Log call details, resolutions, and follow-up actions as required.
Sales & Retention:
Promote products or services during customer interactions, where applicable.
Identify opportunities to retain customers through tailored solutions.
Team Collaboration:
Work closely with colleagues and other departments to improve service delivery.
Participate in team meetings and training sessions to enhance knowledge and skills.
Performance Goals:
Achieve set targets for call quality, resolution time, and customer satisfaction.
Qualifications and Skills
Grade 12 Certificate
Education: Diploma or Bachelor’s degree in Business, Communications, or a related field.
Experience:
At least 1–2 years of experience in customer service, preferably in a call center environment.
Experience with CRM systems is a plus.
Must have their qualifications verified by ZAQA
Key Skills:
Strong communication and interpersonal skills.
Problem-solving and conflict-resolution abilities.
Ability to work under pressure and manage high call volumes.
Proficiency in computer applications (MS Office, CRM tools).
Behavioral Attributes:
Empathetic, patient, and customer-oriented.
Self-motivated and results-driven.
A team player with a positive attitude.
How to Apply:
Interested candidates are encouraged to send their CV and Cover letter only in a single PDF Document, indicating the position in the subject line to [email protected]