Customer Care Agent

  • Full Time
  • Lusaka, Zambia
  • Applications have closed

Private

Responsibilities

  • Manage all incoming phone calls and handle customer complaints; provide appropriate solutions and alternatives within the time limits.
  • Identify and assess customers’ needs to achieve satisfaction
  • Provide call-in clients with accurate, valid and complete information by using the right methods/tools
  • Follow up with unresolved customer complaints to ensure resolution and build sustainable trust through interactive & open communication.
  • Identify and assess customers’ needs to achieve satisfaction
  • Keep records of customer interactions
  • Respond to all written communications with customers within a very short period through company communication channels and uphold the communication procedures, guidelines and policies.
  • Meet personal/team qualitative and quantitative targets.
  • Collect data, identify customers’ needs, and clarify information.
  • Follow communication/call center “scripts” when handling different topics/subjects.
  • Able to probe knowledge of company products and services and seize opportunities to upsell company services and promotions.
  • Build sustainable relationships and engage customers by going the extra mile.
  • Keep records of all conversations in our call center database in a  comprehensible way.
  • Knowing Bolabet products inside and out so that you can answer questions.
  • Communicating and coordinating with colleagues as necessary.

Requirements & Skills

  • Proven customer support experience or experience as a Client Service Agent will be an added advantage.
  • Track record of over-achieving targets/quotas
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively
  • Full Grade 12 certificate of 5 credits or better with Mathematics and English inclusive.
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