Job Description

Posted on November 12, 2020

Job Title: Customer Experience Specialist

Reporting to: Call Centre Manager

Key Responsibilities:

Obtain customer information by answering telephone calls, interviewing clients and verifying information
Determine eligibility by comparing customer information to requirements
Record money that comes in as payment through various channels
Maintain communication equipment by reporting problems
Renew customers on relevant platforms
Respond to WhatsApp messages on the various Call Center groups
Maintain and record late renewals
Quality assurance calls
Make calls to delinquent customers
Make courtesy calls to customers
Follow up on unclaimed moneys
Send Call Center Manager weekly reports
Resolve customer complaints and escalate to appropriate staff where need be
Ensure delightful customer experience
Stay current on product & system knowledge
Recovering money from delinquent customers
Achieve monthly KPI scores
Requirements:

Maximum 2 years’ experience year working in a Call Center
Experience using a tablet or computer
Grade 12 certificate
Diploma or Degree
Fluency in English and one or more local language (Bemba, Nyanja, Tonga)
Candidate Attributes:

Verbal communication
Data entry skills
Telephone etiquette
Attention to detail
Ability to work with a variety of stakeholders in multi-cultural environments
Excellent customer service
Multi-tasking