Job Purpose

The Call Centre Agent will be responsible for answering customer calls, responding to inquiries, and handling customer complaints in a professional manner.

Major Tasks and Responsibilities

• Answer customer phone calls professionally and respond to inquiries and complaints.
• Handle and resolve customer complaints effectively.
• Provide customers with accurate information on the organisation’s products and services.
• Identify and escalate priority issues to management.
• Follow up on complex customer calls where required.
• Complete call notes and reports and update records in the CRM system.
• Obtain and evaluate relevant information to address complaints and inquiries.

Educational and Professional Requirements

• Minimum of a Diploma in Business Administration, Marketing, Sales, IT, or any related field.
• Fluency in English and Chichewa.
• Willingness to work in customer service.
• Excellent oral and written communication skills.
• Strong customer service orientation and ability to work as a team player.
• Excellent computer skills.

• Answer customer phone calls professionally and respond to inquiries and complaints.
• Handle and resolve customer complaints effectively.
• Provide customers with accurate information on the organisation’s products and services.
• Identify and escalate priority issues to management.
• Follow up on complex customer calls where required.
• Complete call notes and reports and update records in the CRM system.
• Obtain and evaluate relevant information to address complaints and inquiries.

• Fluency in English and Chichewa.
• Willingness to work in customer service.
• Excellent oral and written communication skills.
• Strong customer service orientation and ability to work as a team player.
• Excellent computer skills.

• Minimum of a Diploma in Business Administration, Marketing, Sales, IT, or any related field.