• Company: Express Credit Ltd
• Location: Lusaka, Lusaka Province, Zambia
• State: Lusaka
• Job type: Full-Time
• Job Category: Customer Service Jobs in Zambia

The company is a leading International micro lending financial institution operating in emerging markets in Europe and launched operations in Africa in 2016. With over 7 years’ experience in various markets across Europe, we offer modern online and mobile application micro lending services to private individuals in the most convenient way. Successful development of the institution has been underpinned by custom-made in-house technology, exceptional customer experience, efficient loan portfolio management and robust capital structure.

Due to further expansion, we are inviting suitably qualified ambitious professionals to apply for the position indicated below to be based in Lusaka:

CALL CENTRE AGENT

General Purpose

Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Main Duties and Responsibilities

• Answer calls and respond to emails
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter new customer information into the system
• Update existing customer information
• Process orders, forms and applications
• Identify and escalate priority issues
• Route calls to appropriate resource
• Follow up customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs
• Produce call reports

Education and Experience

• Professional diploma or equivalent
• Proficient in relevant computer applications
• Required language proficiency
• Knowledge of customer service principles and practices
• Knowledge of call centre telephony and technology
• Some experience in a call centre or customer service environment
• Good data entry and typing skills
• Knowledge of administration and clerical processes

Key Competencies

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Teamwork
• Stress tolerance
• Resilience

Location: Lusaka, Zambia

How to Apply

How to apply: Contact HR: [email protected]

Please indicate the job title in the subject of your e-mail and use your full name and the job title you are applying for as the filename of your application. The application should consist of your cover letter and CV only, in a single document. Copies of certificates need NOT be attached. Hand delivered or posted applications will not be accepted.

Closing date for accepting applications is 08/04/2018.

* Note: Only shortlisted candidates will be contacted.