Customer Success Agent X7

Lusaka, Full Time

What’s JABU?
JABU is a B2B e-commerce & distribution marketplace, offering tech-enabled, route-to-market development & merchandising for FMCG brands in undeveloped areas while helping unbanked businesses grow through efficient delivery, an affordable product basket, inventory management and credit facilities.
Your tasks:

Register orders from Field Sales Agents in the system
Identify and reach out to new customers for feedback on their first experience, understand their goals and current business situation
Interact with prospects and customers via inbound or outbound calls to provide information and assistance
Record customer interactions, details of inquiries, complaints, or comments, as well as actions taken
Use computer systems to track, gather information, and/ or troubleshoot customer issues
Clearly communicate the progress of daily/ weekly/monthly/quarterly initiatives to internal and external stakeholders
Analyze customer information and their needs to recommend potential products or services
Process transactions and reply to inquiries about products and services
Identify and escalate priority issues

Qualifications / Skills:

High school diploma
Proven experience as a customer care representative or other sales/customer service role
Proven track record of successfully meeting sales quota preferably over the phone
Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems
Ability to learn about products and services and describe/explain them to prospects
Excellent knowledge of English, Nyanja and Bemba.
Excellent communication and interpersonal skills
Cool-tempered and able to handle rejection
Outstanding negotiation skills with the ability to resolve issues and address complaints