Customer Service Agent

Lusaka, Zambia, Full Time

Job Overview
Falcon Express Limited is one of the fastest growing courier service companies in Zambia. We are hiring an experienced Customer Service Agent to help us keep growing. If you’re dedicated and ambitious, then Falcon Express is an excellent place to grow your career. Don’t hesitate to apply.
Responsibilities for Customer Service Agent
Communicate with current and potential clients via telephone, email, online chat, or social media
Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines
Maintain a courteous and calm manner at all times to de-escalate stressful situations
Document personal information to create, update, or adjust customer accounts
Prepare call-related information for purposes of auditing and reporting
Provide and respond to feedback about any aspect of the job or its duties
Answer inbound calls or generate outbound calls, in some cases cold calling to follow up on orders
Coordinate bookings with riders and other branches
Qualifications for Customer Service Agent
Diploma in business administration, sales, or related field of study preferred
Grade 12 certificate with credit in English and Mathematics or better
Prior experience working in call centres or sales representative
Proficiency with basic computer applications, such as Microsoft Windows, Word, and Excel
multilingual language skills a plus ( knowledge of more than two local languages will be an added advantage)
Excellent verbal and written communication skills
Ability to remain calm and composed in a fast-paced, high-pressure environment
Good empathy and listening skills to de-escalate situations and identify the underlying issues of a problem
Ability to stand or sit for extended periods of time