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Call Centre Agent

Private Lusaka, Zambia

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Check whether this older listing is still open. It has no confirmed closing date and may no longer accept applications. Browse the latest jobs in Zambia.
Employer reference

Employer and vacancy source: Private

The original vacancy details remain available for reference. Applications are closed, so use the employer information and related searches to find active roles.

  • EmployerPrivate
  • LocationLusaka, Zambia
  • Employer websitezambiajobalerts.com
  • Listing sourceZambia Job Alerts
Job facts

Key details for this vacancy

Employer
Private
Location
Lusaka, Zambia
Posted
July 6, 2025
Job type
Full Time
Category
Other
This listing has expired. The original details remain available for reference, but applications are closed. Use the related searches for active vacancies.

Website Private

Job description

We are looking for a highly motivated and customer-focused individual to join our team as a Call Center Agent, responsible for delivering exceptional service, resolving queries efficiently, and building lasting relationships with our clients.

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 as well as seize opportunities to upsell company services and promotions.
Build sustainable relationships and engage customers by taking the extra mile.
Keep records of all conversations in our call center database in a comprehensible way.
Knowing the company’s 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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