Call Centre Agents

Company Overview

PMBUZI Management Consultancy is a leading provider of management and financial services, committed to delivering exceptional customer service and fostering a positive work environment for our employees and clients.

Job Summary: We are seeking a dedicated and customer-oriented Call Centre Agent to join our team. The Call Centre Agent will handle inbound and outbound calls from customers on behalf of our clients, addressing inquiries, resolving issues, and providing excellent service. The ideal candidate should have strong communication skills, attention to detail, and a passion for assisting others.

Key Responsibilities:

• Answer incoming calls promptly and professionally, addressing customer inquiries, complaints, and requests.
• Make outbound calls to follow up on customer inquiries, resolve issues, and provide assistance as needed.
• Maintain a high level of product knowledge to effectively address customer questions and concerns.
• Accurately document all customer interactions and transactions in the CRM system.
• Escalate complex issues to the appropriate department or supervisor for resolution.
• Meet or exceed performance metrics, including call handling time, customer satisfaction, and resolution rates.
• Assist in training and mentoring new call centre agents as needed.
  Adhere to company policies and procedures at all times.
• Participate in team meetings, training sessions, and ongoing professional development activities.

Qualifications:

• Grade 12 certificate or equivalent.
• Previous experience in a customer service or call centre role preferred.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and work efficiently in a fast-paced environment.
• Proficiency in basic computer applications and CRM software.
• Availability to work flexible hours, including evenings, weekends, and holidays.

Additional Information

This position is open to residents of Lusaka, Kalingalinga, and surrounding areas.
Online applications from eligible candidates are encouraged. by sending your CV here.

PMBUZI is an equal opportunity employer and values diversity in the workplace. We encourage candidates of all backgrounds to apply.