Reporting To: Contact Centre Team Supervisor

Job Purpose:

The Call Centre Agent will be responsible for answering customer calls, taking orders, 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.
• Route inbound calls to the appropriate resources.
• Follow up on complicated customer calls where required.
• Complete call notes and reports and update records in the CRM system.
• Obtain and evaluate relevant data to handle complaints and inquiries.
• Record details of comments, inquiries, complaints, and actions taken.
• Manage administrative tasks and coordinate with internal departments.

Educational and Professional Requirements:

• Minimum of a Diploma in Business Administration, Marketing, Sales, Accounting, Engineering, IT, or any field relevant to the mobile telecommunications business.
• Fluency in French and Swahili, and any of the local languages (Chichewa, Tumbuka, Yao, Lhomwe, Nkhonde, Sena).
• Willingness to work in customer service.
• Excellent oral and written communication skills.
• Strong customer service orientation and team-player attitude.
• 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.
• Route inbound calls to the appropriate resources.
• Follow up on complicated customer calls where required.
• Complete call notes and reports and update records in the CRM system.
• Obtain and evaluate relevant data to handle complaints and inquiries.
• Record details of comments, inquiries, complaints, and actions taken.
• Manage administrative tasks and coordinate with internal departments.

• Excellent oral and written communication skills
• Strong customer service orientation
• Team-player attitude
• Excellent computer skills

• Minimum of a Diploma in Business Administration, Marketing, Sales, Accounting, Engineering, IT, or any field relevant to the mobile telecommunications business.
• Fluency in French and Swahili, and any of the local languages (Chichewa, Tumbuka, Yao, Lhomwe, Nkhonde, Sena).
• Willingness to work in customer service.