CUSTOMER SUPPORT OFFICERS

Express Credit Zambia seeks to recruit self- motivated, experienced, skillful and result oriented professionals based in Lusaka for Customer Support Officer Position.

Job Purpose

Responsible for responding to customer queries, complaints and troubleshooting customer service problems by managing the flow of incoming calls, emails and applications. Always assisting customers in a professional way, in some cases dialling out to make outbound sales

Key Responsibilities

Handle customer inquiries by phone, email and chats Document all call information according to standard operating procedures

Route calls to appropriate person or department when needed Follow communication scripts when handling different topics; Manage, research, identify, and resolve customer complaints using available resources

Sell products and place customer applications the ERP system

Research required information using available resources and provide customers with product and service information Process web applications

Follow up on customer calls and inquiries where applicable. Enter new and update existing customer information into system

Recognize, document, and alert the management team of trends in customer behaviour, give feedback on findings for continuous quality improvement cycle

Identify and escalate issues to supervisors

Upsell products and services

Complete call logs and reports

Ensure adherence to established attendance schedules Process loans, forms and applications as per set operating procedures

Conduct outbound calls as assigned by the Call Centre Manager

Perform other tasks as assigned by the Call Centre Manager

Qualifications and Requirements

Grade 12 School Certificate with 5 credits including English and Mathematics

Diploma or better in any business-related course,

1-2 years of experience in Customer Service preferably in a call centre environment which has sales

Computer literate (Microsoft Word and Excel)

Strong phone and verbal communication skills along with active listening

Strong written communication skills

Relevant selling and marketing skills

Excellent interpersonal skills

Good understanding of customer service principles,

Analytical thinking with an attention to detail and accuracy Excellent time management, good organizational and multitasking skills

Honesty and Integrity with the ability to maintain confidentiality and exercise discretion

Approachable and team player

Target driven and persistence.

Ability to handle stressful situations appropriately

To apply for this job please visit talent.sage.hr.