Job Description

Minimum Requirements:

• Excellent phone and verbal communication skills along with active listening and fluency in Chichewa and English
• Those also fluent in Chitumbuka will have an added advantage
• The ability to focus on customer and adapt to different personality types
• The ability to multitask, set priorities and manage time effectively
• Computer data entry knowledge and experience with good typing skills
• Empathy, honesty, and the highest standards of integrity
• Strong interest in advancing the distinctive values and mission of the company
• Ability to stay calm when customers are stressed or upset
• Patience and good judgment in resolving customer problems
• Previous experience in a customer support role 

Responsibilities:

• Making outbound calls to customers, regarding business or sales related to give valuable information to the customer, get good data which will help the company understand its strengths, weaknesses and customers better, and therefore be able to innovate effectively.
• Answering inbound calls as customers call in with questions or concerns.
• Listening to identify customers needs, clarify information, provide solutions and/or alternatives and escalate any problems as necessary.
• Knowing the products inside and out so as to be able to answer questions and seize opportunities to upsell products when they arise.
• Building sustainable relationships and engaging customers by taking the extra mile.
• Keeping records of all conversations in the call centre database in a comprehensible way.
• Meet personal/team qualitative and quantitative targets.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Communicating and coordinating with colleagues as necessary.
• Ensure customer satisfaction and provide professional customer support.