Background

Telekom Networks Malawi Plc (TNM Plc) is leading Malawi’s digital transformation, delivering next generation connectivity, mobile financial services, and enterprise solutions that are redefining how businesses connect, operate, and grow. As a fast evolving, innovation driven telecommunications and digital services provider, TNM is shaping the future of connectivity in Malawi. To support this vision, we are seeking to attract high calibre, commercially astute, and relationship driven professionals to join the Company in the positions below. This is a high impact opportunity for individuals who thrive in dynamic, performance-oriented environments and are motivated by results. At TNM, you will join a team that goes beyond to empower businesses, drive digital transformation, and unlock sustainable growth in an increasingly connected economy.

Role Context

Reporting to the Contact Centre Team Supervisor, the Call Centre agent shall be responsible for answering customer calls to take orders, provide answers on inquiries and questions and to handle customer complaints.

Qualifications and Requirements

Minimum of a Diploma in Business Administration, Marketing, Sales, Accounting, Engineering, IT or any field relevant to the mobile telecommunication business.

Willingness to work in customer service.

Excellent oral and written communication skills

Team player with customer service skills

Excellent computer skills

• Answering phones from customers professionally and responding to customer inquiries and complaints.
• Handling and resolving customer complaints
• Providing customers with the organization’s service and product information.
• Identifying, escalating priority issues and reporting to the high-level management.
• Routing inbound calls to the appropriate resources.
• Following up complicated customer calls where required.
• Completing call notes and call reports as necessary and updating them in the CRM.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken.
• Managing administration, communicating and coordinating with internal departments.

• Excellent oral and written communication skills
• Team player with customer service skills
• Excellent computer skills

• Minimum of a Diploma in Business Administration, Marketing, Sales, Accounting, Engineering, IT or any field relevant to the mobile telecommunication business.
• Willingness to work in customer service.