Call Centre Agent

Job description

About Unifi

Unifi is redefining credit in Africa with simple, fast personal loans delivered through online, mobile and branch channels.  We make life easy for thousands of clients across Zambia, Kenya, Uganda and South Africa. Unifi has conviction in the African continent and its people, and our products enable our clients to achieve even more.  As one of the fastest-growing lenders in East Africa, we combine exceptional client service with the very best tech and data analytics.

Role Purpose

To deliver exceptional customer service in  Lusaka by promptly handling inbound and outbound calls, providing accurate product and service information, resolving customer issues, and maintaining detailed records. The role supports customer satisfaction and contributes to meeting the company’s performance goals in a fast-paced environment.

Responsibilities:

Respond promptly and professionally to incoming customer calls.
Make outbound calls to follow up on requests and resolve issues.
Provide accurate information on products, services, and promotions.
Escalate complex cases to supervisors or relevant departments.
Maintain detailed records of customer interactions.
Achieve and exceed performance targets, including call quality and customer satisfaction.

Requirements:

Diploma or higher qualification.
Prior experience in customer service or call centre roles preferred.
Excellent communication and interpersonal skills.
Strong problem-solving skills and attention to detail.
Ability to manage high call volumes in a fast-paced environment.
Proficient in Microsoft Office and customer service software.
Flexibility to work evenings and weekends as needed.