Job Description

VITALITE Customer Service department is looking for an assistant to join our call center.

We are looking for a highly motivated, hard-working and enthusiastic individual who can assist our team in Lilongwe with Customer Service and Operations responsibilities. This position is focused on extending our hours of operation for toll call center availability. Hours may include nights and weekends.

Key Characteristics:

• Enthusiastic attitude and passion for people.
• Proficiency in computer skills such as Microsoft Office
• Experience in handling customer calls
• Excellent interpersonal skills.
• High computer skill set and ability to multi-task.
• Must be a team player.
• Must be able to multi-task.
• Professional & Proactive attitude.
• Strong problem-solving skills.
• Critical thinker.
• Comfortable in an independent role.
• Highly organized.
• Must be able to provide good customer service and relationships.

Requirements

Responsibilities of the position:

• Manage call volumes.
• Resolve customer complaints via phone, email, mail or social media.
• Work with customer service coordinator to ensure proper customer service is being delivered.
• Execute customer service policies and procedures including call-scripts, performance monitoring and team schedules.
• Identify and assess customers’ needs to achieve satisfaction.
• Follow communication procedures, guidelines and policies.
• Contribute to team effort by accomplishing related results as needed.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

Additional Requirements:

The ideal candidate will have a passion for working in faced-paced environments, strong critical thinking skills, and a keen attention to detail. Candidates who fit the following criteria are strongly encouraged to apply:

• Lilongwe resident.
• MSCE Certificate (good Mathematics & English results).
• Speak fluent Chichewa and English. Other regional dialects are a plus.

• Manage call volumes.
• Resolve customer complaints via phone, email, mail or social media.
• Work with customer service coordinator to ensure proper customer service is being delivered.
• Execute customer service policies and procedures including call-scripts, performance monitoring and team schedules.
• Identify and assess customers’ needs to achieve satisfaction.
• Follow communication procedures, guidelines and policies.
• Contribute to team effort by accomplishing related results as needed.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

• Proficiency in computer skills such as Microsoft Office
• Experience in handling customer calls
• Excellent interpersonal skills.
• High computer skill set and ability to multi-task.
• Must be a team player.
• Must be able to multi-task.
• Professional & Proactive attitude.
• Strong problem-solving skills.
• Critical thinker.
• Comfortable in an independent role.
• Highly organized.
• Must be able to provide good customer service and relationships.
• Strong critical thinking skills
• Keen attention to detail

• MSCE Certificate (good Mathematics & English results).
• Speak fluent Chichewa and English. Other regional dialects are a plus.