Call Centre Agent

JOB PURPOSE

This is a fixed term contract (1 year) role and is responsible for handling all contact Centre interactions by providing high level consistent standards of service to Zanaco customers and ensuring customer satisfaction. To manage the entire customer experience to ensure consistent service delivery.

Under the supervision of the Call Centre Coordinator, the following are among the Job Key Responsibilities:

• Manage own call utilisation performance and ensure highest level of efficiency
• Cross selling of banks products and services
• Improve customer engagement through participation in activities such as outbound calling
• Receives and responds to customer service queries, through live calls
• Telemarketing
• Following up with customers on outstanding issues
• Log and resolve customer issues immediately, otherwise escalate to relevant department immediately
• Record and capture customer details correctly
• Ownership of escalated queries by proactively monitoring and driving customer related issues to resolution within agreed turnaround times
• Ensure all logs are maintained
• Perform other duties as assigned by the Supervisor, Call Centre
• Manage own call utilisation performance and ensure highest level of efficiency
• Cross selling of banks products and services
• Improve customer engagement through participation in activities such as outbound calling
• Receives and responds to customer service queries, through live calls
• Telemarketing
• Following up with customers on outstanding issues
• Log and resolve customer issues immediately, otherwise escalate to relevant department immediately
• Record and capture customer details correctly
• Ownership of escalated queries by proactively monitoring and driving customer related issues to resolution within agreed turnaround times
• Ensure all logs are maintained
• Perform other duties as assigned by the Supervisor, Call Centre

INTERNAL/EXTERNAL CONTACT

• External: Customers

• Internal: All internal Business Units

QUALIFICATIONS AND EXPERIENCE

• Grade 12 Certificate with Credit or above mandatory in Mathematics and English and any other three subjects
• A University Degree in a relevant field.
• Zambia Qualifications Authority (Zaqa) Verification Certificate for Tertiary Qualifications
• Minimum of one years’ professional experience in a Call Centre or customer facing role
• Experience in Banking is an added advantage
• Demonstrated complaint handling and resolution skills

JOB CORE COMPETENCIES

• Excellent customer relationship development/management
• Good negotiation, problem-solving and conflict resolution
• Good Oral & Written communication
• Creative and innovative
• Presentation Skills
• Ability to manage multiple tasks
• Telephone Etiquette
• Superior product knowledge
• Initiative
• Analytical Skills/Problem-solving
• Interpersonal Skills
• Total Quality Management
• Interpersonal Skills