Multiple Positions
WebsiteBantu Recruitment Agency
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Bantu Agency is looking for Customer service personnel to work for Bantu Ride. The following positions are available:
1. Call Centre Supervisor
Job Summary
We are seeking an experienced and results-oriented Call Centre Supervisor to oversee the daily operations of our call center team. This role is pivotal in ensuring the delivery of exceptional customer service and operational excellence. Based in Lusaka, incumbent will be responsible for supervising agents, optimizing customer engagement processes, managing reporting frameworks, and contributing to business development through customer interactions. Additionally, the Supervisor will serve as a liaison between clients, vendors, and internal teams, ensuring seamless communication and efficient service delivery.
Key Responsibilities
A. Customer Experience Management
- Ensure all inbound customer calls are accurately recorded in the CRM system – 100% compliance.
- Generate and review daily query reports on unresolved cases.
- Produce weekly inbound traffic reports with actionable insights.
- Resolve inbound queries received via email, WhatsApp, and escalate complex issues when necessary.
- Monitor and summarize customer inquiries for management reporting.
- Coordinate and send customer engagement SMS campaigns (monthly and ad hoc), ensuring a minimum 90% delivery rate.
- Facilitate the conversion of inbound inquiries into sales leads and follow up on potential business.
- Analyse recurring customer issues and recommend timely resolutions.
- Ensure proper customer query handling and follow-up to guarantee closure within SLA timelines.
- Maintain data accuracy for all customer service records and reports.
B. New Business Development
- Drive agent performance to meet organisation’s mission.
- Supervise lead generation and data mining efforts for business growth.
- Monitor agent productivity and optimize performance metrics.
C. Reporting and Documentation
- Welcome call reports
- Inbound traffic and quality assurance reports
- Dropped calls and arrears reports
- New business production and conservation reports
- Ad hoc management reports as requested
Qualifications and Experience
- Full Grade 12 Certificate or equivalent.
- A Diploma or Degree in Business Administration, Marketing, Sales, or a related field.
- Membership with a recognized professional body such as Zambia Institute of Marketing (ZIM) is an added advantage.
- Minimum of two (2) years’ experience in a customer service role within a multinational or high-performance organization.
- Solid understanding of CRM systems, customer experience principles, and business process improvements.
- Proficient in Microsoft Office applications: Outlook, Word, Excel.
Required Competencies
- Strong leadership and supervisory skills.
- Excellent communication skills (oral and written).
- High level of integrity, professionalism, and reliability.
- Analytical thinking and problem-solving abilities.
- Customer-centric mindset with an ability to manage high-pressure situations.
2. Call Centre Agent – Inbound and Outbound
Job Summary
We are looking for dynamic and customer-focused Call Centre Agents to manage inbound and outbound calls on behalf of our clients. Based in Lusaka, the successful candidates will provide first-contact resolution to customer inquiries, support product/service delivery, and ensure that customers receive timely, courteous, and effective service across all platforms including WhatsApp and Facebook. This role demands excellent communication skills, a keen eye for detail, and a strong desire to help others.
Key Responsibilities
- Handle a high volume of inbound and outbound calls in a professional manner.
- Manage and respond to queries on social media platforms, particularly WhatsApp and Facebook.
- Update and maintain client records accurately within the system.
- Assess and understand customer needs to provide effective solutions.
- Foster trust-based relationships with customers through proactive and empathetic communication.
- Deliver accurate and complete information using established tools and resources.
- Address customer complaints promptly and follow up to ensure resolution within agreed timelines.
- Go the extra mile to provide an outstanding customer experience.
- Maintain up-to-date records of customer interactions, transactions, and feedback.
- Adhere to company communication protocols, standards, and policies.
- Submit detailed periodic performance reports to the Call Centre Supervisor.
- Perform additional duties as assigned by management.
Qualifications and Experience
- A Diploma in Marketing, Business Administration, or a related field.
- A minimum of one (1) year experience in a call center or customer service role.
- Familiarity with customer relationship management systems and practices.
- Proficient data entry and typing skills with attention to detail.
Essential Skills and Attributes
- Exceptional verbal and written communication abilities.
- Ability to work in a fast-paced environment and handle pressure effectively.
- Strong interpersonal and conflict-resolution skills.
- Ability to multitask, prioritize workload, and manage time efficiently.
- Adaptable to various customer personalities and situations.
Application Instructions
Interested candidates who meet the above requirements are encouraged to submit their application letter, updated CV, and qualifications. Clearly indicate the position you are applying for in the subject line.
Please send to:
info@bantuagency.com.zm
NOTE: Only shortlisted candidates will be contacted.
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