Customer Care Agent Panda Africa Solution Limited

EMPLOYMENT OPPORTUNITY

Panda Africa is a licensed Microfinance institution that provides equitable capital to enterprises and individuals across Zambia. By embracing technological innovation and social impact the Zambian-owned enterprise has established itself as an emerging leader for and by the Zambian people.

Our mandate is to make financing accessible and affordable across Zambia. Enabling the economic mobility and freedom of all Zambians.

Position: Customer Care Agent

Duties and responsibilities include:

• Calling and answering phones from customers professionally and responding to customer inquiries and complaints.
•  Researching required information using available resources.
• Handling and resolving customer complaints regarding product sales to customer service problems.
• Reviewing online loan applications
• Providing customers with the organisation’s service and product information.
• Processing forms and applications requested by the customers.
• 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.
• Ensuring daily performance targets are met
• Completing call notes and call reports.
• 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 loan officers.
• Other duties as assigned.

Requirements and qualifications:

• Grade 12 certificate /GCE
• Diploma in communication studies or its equivalent
• Proven work experience as a Customer Care Agent
• Experience in sales and marketing will be an added advantage
• Excellent knowledge of Microsoft Office with good typing skills
• Prioritising, time management and organisational skills
• Openness to feedback
• Audible voice and fluency in English and local languages

Desirable skills

• Able to react effectively and calmly in emergencies.
• Confidentiality.
• Rapport building
• Active listening
• Problem solving
• Conflict management