Customer Care Executive: iSON Xperiences

iSON Xperiences is the largest 3rd Party BPO service provider in Africa with a presence in 14 countries in Africa with client base across various verticals which include telecommunication; internet and television sectors.

iSON BPO commenced operations in Zambia in 2015 and now seeks to recruit a suitable and qualified candidate for the position of Customer Care Executive.

REPORTS TO: Team Leader

Position Summary: The Customer Care Executive is primarily responsible for ensuring delivery of exceptional customer service to customers as per the respective client’s SLA.

The primary focus of a Customer Care Executive is to assist; retain; acquire and/or recover customers.

Duties & Responsibility

• Build rapport with customers by handling each and every customer call in a courteous; and professional manner,
• Ensures consistently imparts the correct product and services information during each call.
• Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service
• Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.
• Accurately tags each call as per defined tagging list/CRM tagging list.
• Ensure that the quality of each call is in compliance with predefined quality parameters.
• Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader.
• Utilises the relevant tools and resources provided by the Company to respond to customer queries and requests.
• Ensure strict adherence to established attendance schedules.
• Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor/mentee relationship.
• Provides the relevant reports on a daily basis – where applicable.
• Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same.
• Ensures daily performance targets are met.

Qualifications

• Must have completed 12 years of schooling.
• Diploma or Certificate in Sales and Marketing with an added advantage in insurance.
• Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.
• Good typing speed and computer skills, particularly with regard to Microsoft office applications
• Good communication skills including a clear voice; and fluency in English and local languages pertaining to the respective location.
• Ability to work in a team environment.
• Ability to maintain a calm disposition particularly in stressful work situations.
• Displays a positive attitude; ability to remain positive and energetic throughout a work day.
• Updates self on products and services by reading new product information; and participating in training opportunities.
• Updates own market intelligence on comparative product and services
• Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays.
• Ability to work extra hours to meet business needs.
• To reside within reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements – where applicable.
• May be required to undergo periodic medical examination to assess own suitability for continued employment at the Call Center.

HOW TO APPLY:

Please send an updated CV to [email protected]

Closing date for receiving applications is Monday 22nd June, 2020.

Note: Only those who meet the requirements will be contacted for interviews.