Call Center Agent

Job Description

Our client is a leading provider of high-quality services in the telecommunications industry, dedicated to providing exceptional value to its customers through innovation, reliability, and superior customer service.

We are seeking a highly motivated Call Center Agent to join our client’s team. The successful candidate will be responsible for handling client inquiries, providing accurate information on services and products, and ensuring timely resolution of customer issues.

Duties and Responsibilities:

• Presenting a professional image to the organization’s clients
• Handling client inquiries over the phone, email, and chat platforms according to set standards and turnaround times
• Cross-selling and up-selling services and/or products
• Conducting market research and utilizing data to enhance the product and/or service offering
• Receiving and logging client-related issues on the phone and routing calls/contacts to the appropriate resource
• Communicating with clients on planned maintenance works or any other network disruptions
• Researching required information using available resources to resolve client complaints
• Providing clients with accurate service and/or product information
• Entering new client information into the system and updating existing client’s information
• Following up on client calls where necessary
• Ensuring timely follow-up on initial contact by maintaining an accurate and organized database
• Entering correct call dispositions on all traffic to ensure accuracy of generated system reports
• Correctly capturing the raw data needed for report compilation mainly through call dispositions and escalated queries
• Reporting on turnaround time to resolve customer queries
• Identifying and escalating priority issues affecting service delivery to clients and immediately reporting any service challenges being faced by clients

Qualifications and Experience:

• Marketing or any sales qualification
• Membership and/or training by an accredited customer care institution is an added advantage
• Must be computer literate with exceptional telephone etiquette
• Must have a strong command of the English language
• Minimum of 2 years sales experience
• Must have excellent client relationship building skills across all customer demographics
• Flexible to work day and night shift on rotation
• Must have own laptop

REMUNERATION:

• Basic Salary of USD320.00
• Monthly Performance Bonus of USD100.00 on achieving monthly Performance Indicators;
• 10% of new business generated by the Call-Centre Agent.

APPLICATION PROCEDURE:

CVs should be sent to jobs@ihractive.co.zw , with the job title as the email subject along with two reference letters from employers.

Only shortlisted candidates will be contacted.