Customer Experience Specialist

  • Full Time
  • Lusaka, Zambia
  • Salary: 36000
  • December 10, 2020

Website Shortlist Professionals

Job Title: Customer Experience Specialist

Reporting to: Call Centre Manager

Key Responsibilities:

  • Obtain customer information by answering telephone calls, interviewing clients and verifying information
  • Determine eligibility by comparing customer information to requirements
  • Record money that comes in as payment through various channels
  • Maintain communication equipment by reporting problems
  • Renew customers on relevant platforms
  • Respond to WhatsApp messages on the various Call Center groups
  • Maintain and record late renewals
  • Quality assurance calls
  • Make calls to delinquent customers
  • Make courtesy calls to customers
  • Follow up on unclaimed moneys
  • Send Call Center Manager weekly reports
  • Resolve customer complaints and escalate to appropriate staff where need be
  • Ensure delightful customer experience
  • Stay current on product & system knowledge
  • Recovering money from delinquent customers
  • Achieve monthly KPI scores


  • Maximum 2 years’ experience year working in a Call Center
  • Experience using a tablet or computer
  • Grade 12 certificate
  • Diploma or Degree
  • Fluency in English and one or more local language (Bemba, Nyanja, Tonga)

Candidate Attributes:

  • Verbal communication
  • Data entry skills
  • Telephone etiquette
  • Attention to detail
  • Ability to work with a variety of stakeholders in multi-cultural environments
  • Excellent customer service
  • Multi-tasking

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