Customer Care Executive
2026-02-03T09:02:42+00:00
iSON Xperiences
https://www.greatmalawijobs.com/jsjobsdata/data/employer/comp_4608/logo/iSON%20Xperiences.png
https://isonxperiences.com/
FULL_TIME
LILONGWE
Lilongwe
10101
Malawi
Business Management and Administration
Customer Service, Admin & Office
2026-02-07T17:00:00+00:00
8
Overview
POSITION: CUSTOMER CARE EXECUTIVE
REPORTING TO: TEAM LEADER
LOCATION: LILONGWE
iSON Xperiences is a leading global CX management company having being in the CX business for more than 11 years. iSON is present in 19 countries globally, with over 18,000 employees.
RESPONSIBILITIES AND DUTIES
- Build rapport with customers by handling each and every customer call in a courteous; and professional manner,
- Ensures consistently imparts the correct product and services information during each call.
- Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service
- Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.
- Accurately tags each call as per defined tagging list/CRM tagging list.
- Ensure that the quality of each call is in compliance with predefined quality parameters.
- Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader.
- Utilises the relevant tools and resources provided by the Company to respond to customer queries and requests.
- Ensure strict adherence to established attendance schedules and Job descriptions
- Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship.
- Provides the relevant reports on a daily basis – where applicable.
- Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same.
- Ensures daily performance targets are met.
KNOWLEDGE, SKILLS AND ABILITIES
- Minimum of a Diploma
- Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.
- Good typing speed and computer skills, particularly with regard to Microsoft office applications
- Good communication skills including a clear voice; and fluency in English and local languages pertaining to the respective location.
- Ability to work in a team environment
- Ability to maintain a calm disposition particularly in stressful work situations.
- Displays a positive attitude; ability to remain positive and energetic throughout a work day.
- Updates self on comparative product and services.
WORK CONDITIONS:
- Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays
- Ability to work extra hours to meet business needs
- To reside within reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements – where applicable
- May be required to undergo periodic occupational related medical examination to assess own suitability for continued employment at the Call Center
NOTE: Those that stay in Lilongwe and particularly in areas close to where Ison BPO Ltd is situated, will have an added advantage
* Build rapport with customers by handling each and every customer call in a courteous; and professional manner, * Ensures consistently imparts the correct product and services information during each call. * Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service * Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention. * Accurately tags each call as per defined tagging list/CRM tagging list. * Ensure that the quality of each call is in compliance with predefined quality parameters. * Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader. * Utilises the relevant tools and resources provided by the Company to respond to customer queries and requests. * Ensure strict adherence to established attendance schedules and Job descriptions * Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship. * Provides the relevant reports on a daily basis – where applicable. * Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same. * Ensures daily performance targets are met.
* Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries. * Good typing speed and computer skills, particularly with regard to Microsoft office applications * Good communication skills including a clear voice; and fluency in English and local languages pertaining to the respective location. * Ability to work in a team environment * Ability to maintain a calm disposition particularly in stressful work situations. * Displays a positive attitude; ability to remain positive and energetic throughout a work day. * Updates self on comparative product and services.
* Minimum of a Diploma
JOB-6981b9b2e8f86
Vacancy title:
Customer Care Executive
[Type: FULL_TIME, Industry: Business Management and Administration, Category: Customer Service, Admin & Office]
Jobs at:
iSON Xperiences
Deadline of this Job:
Saturday, February 7 2026
Duty Station:
LILONGWE | Lilongwe
Summary
Date Posted: Tuesday, February 3 2026, Base Salary: Not Disclosed
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JOB DETAILS:
Overview
POSITION: CUSTOMER CARE EXECUTIVE
REPORTING TO: TEAM LEADER
LOCATION: LILONGWE
iSON Xperiences is a leading global CX management company having being in the CX business for more than 11 years. iSON is present in 19 countries globally, with over 18,000 employees.
RESPONSIBILITIES AND DUTIES
- Build rapport with customers by handling each and every customer call in a courteous; and professional manner,
- Ensures consistently imparts the correct product and services information during each call.
- Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service
- Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.
- Accurately tags each call as per defined tagging list/CRM tagging list.
- Ensure that the quality of each call is in compliance with predefined quality parameters.
- Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader.
- Utilises the relevant tools and resources provided by the Company to respond to customer queries and requests.
- Ensure strict adherence to established attendance schedules and Job descriptions
- Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship.
- Provides the relevant reports on a daily basis – where applicable.
- Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same.
- Ensures daily performance targets are met.
KNOWLEDGE, SKILLS AND ABILITIES
- Minimum of a Diploma
- Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.
- Good typing speed and computer skills, particularly with regard to Microsoft office applications
- Good communication skills including a clear voice; and fluency in English and local languages pertaining to the respective location.
- Ability to work in a team environment
- Ability to maintain a calm disposition particularly in stressful work situations.
- Displays a positive attitude; ability to remain positive and energetic throughout a work day.
- Updates self on comparative product and services.
WORK CONDITIONS:
- Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays
- Ability to work extra hours to meet business needs
- To reside within reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements – where applicable
- May be required to undergo periodic occupational related medical examination to assess own suitability for continued employment at the Call Center
NOTE: Those that stay in Lilongwe and particularly in areas close to where Ison BPO Ltd is situated, will have an added advantage
Work Hours: 8
Experience in Months: 24
Level of Education: associate degree
Job application procedure
Interested in applying for this job? Click here to submit your application now.
All suitably qualified and interested candidates should send their Job Applications with detailed CVs, certified copies of academic certificates or by hand to Ison BPO Limited, P.O. Box 1666, Petroda House, Lilongwe, by close of business, Saturday, 7th February 2026.
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