Customer Care Representative

About VITALITE

VITALITE is a high-growth, clean-tech company providing home solar systems and appliances to customers in Zambia without access to electricity. Founded in 2013, VITALITE was the first to pioneer off-grid solar home systems on a loan-to-own model in Zambia, which allows families to afford reliable electricity and life-changing appliances that can drastically improve their lives.  Over 1 billion people in the world lack access to electricity, and we believe that access to electricity should be a right for everyone, everywhere.  Today, we serve over 75,000 customers in Zambia with energy solutions, through 30 shops and 300 community-based agents.

According to an independent survey of our customers (run by impact reporting agency, 60 Decibels), 88% find we’ve very much improved their quality of life.

What’s it like to work here?

We have built a vibrant and dynamic team in which all of us are treated fairly and given equal opportunity to progress;
We work in an emotionally safe environment within which we all have the opportunity to `fully express ourselves;
Everyone is encouraged to create a positive impact for themselves, their colleagues, and our customers by taking full accountability for what we do every day.

According to an independent survey (run by global gender advisory firm, Value for Women);

94% of team members feel respected by their colleagues
97% of team members like our mission and purpose
86% of team members believe men and women have equal career opportunities
94% of team members believe issues of sexual harassment are taken seriously here
89% of team members believe we encourage open and honest communications

About the Role

We are seeking customer-oriented Customer Service Representatives to interact with customers on behalf of the Company by responding to inquiries, providing information about our products and services and responding to queries by troubleshooting and providing a solution.

The company places a high priority on personal integrity, hard work, and respect for customers and co-workers.

Key Responsibilities:

Manage inbound calls in a timely manner with the aim of achieving first call resolution
Make outbound calls using prepared scripts
Identify customer’s needs, clarify information, troubleshoot every issue and provide solutions and/or alternatives
Approve sales for new customers after verifying customer information and confirming their understanding of the product and customer agreement
Educate customers on products by explaining procedures, answering questions, and providing information
Recognize, document, and alert the management team of trends in customer calls
Identify and escalate issues to the team leaders

Personal Attributes

Attentive, patient and a good listener
Customer empathy/compassion
Takes ownership to resolve customer issues
Genuine passion for speaking to customers
Ensure a high level of confidentiality of customer information

Experience

Minimum 1-2 years proven customer service experience, preferably in telecommunications or financial services
Sales experience preferred, with demonstrated ability to meet targets
Strong problem-solving abilities with proactive mindset
Excellent verbal and written communication skills in English and local Zambian languages
Clear communicator and knowledgeable of company products
Proficiency with CRM systems and 3CX telephony systems

If this position sounds like a good fit for you, please submit your cover letter and CV. Only shortlisted candidates will be contacted. Kindly reference the job title in your application.

VITALITE is an Equal Opportunity Employer and encourages applications from qualified individuals regardless of race, religion, national origin, or disability.

VITALITE does not charge any fees on recruitment.