CALL CENTER AGENTS (3)
PremierCredit is Zambia’s leading and fastest growing International financial technology (fintech) company operating in emerging markets in Southern Africa. The company operates an online microlending and Investment platform for small businesses and individuals, making financial services inclusive, accessible, and affordable.
As part of our expansion plan, we are inviting applications from suitably qualified, experienced, ambitious, self-motivated individuals to apply for the position of Call Center Agent.
JOB BRIEF
Call Centre Agent’s responsibilities are to receive calls at the Call Centre from customers and answer questions, receive complaints or troubleshoot both products and service issues with the customer to attempt to find a resolution. The Call Centre Agent is responsible to achieve sales targets as requested.
Key Duties and Responsibilities
Answer inbound calls received via the IVR and responds/redirects as per defined service level agreements.
Proactively contact existing customers to increase customer loyalty with PremierCredit Zambia Limited.
Proactively contact Investors (Investment mobilization) using the Investor portfolio.
Provide Commercial and internal departments collated customer feedback that can be used to improve products and services, Marketing initiatives and customer satisfaction levels.
Service Customers via e-channels and chat according to the Call Centre Standards.
Provide, maintain, and improve service quality results by adhering to standards and guidelines.
Handle Customer inquiries received via Call Centre platforms, WhatsApp, Emails, SMS, Facebook, Olark, ERP and phone calls.
Manages and resolves customer complaints within competency area.
Escalate complex issues, complaints, frauds, technical errors to IT Support or responsible departments for resolution.
Provide Branch support.
Prepares, presents, and maintains regular reports as requested.
Achieve sales plan to enhance value addition-contact customers by phone to persuade potential customers to close on deals relating to PremierCredit product/service to reach sales target.
Telemarketing of PremierCredit Products and Services
Query resolution with timely feedback Accurately record all complaints in a Complaints Tracker and escalate to responsible Unit/Department for resolution.
Provide support to customers and/or other departments when required to do so.
Performs other tasks as assigned.
COMPETENCIES
Professionalism- Approaches others in a tactful manner, reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Customer Service- Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitment. Establishes and maintains productive partnerships with customers by gaining their trust and respect. Meets timeline for delivery of product or services to the client.
Analytical- Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
Oral Communication- Speaks clearly and persuasively in positive or negative situations; listens and gets clarification, responds well to questions; demonstrates group presentation skills-Participates in meetings.
Written Communication- Writes clearly and informatively; Edits work for spelling and grammar, varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Problem Solving- Identifies and resolves problems in a timely manner; Gathers and analyses information skilfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Interpersonal Skills- Focuses on solving conflict, not blaming; Maintains confidentially; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
Planning/Organizing- Prioritises and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic plans.
Quality- Demonstrates accuracy and thoroughness; Looks for ways to improve to promote and improve quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity- Meets productivity standards; Completes work in a timely manner; Strives to increase productivity; works quickly.
Teamwork- Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed. DIVERSITY- Demonstrates knowledge of CX Policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
Ethics- Treats people with respect; Keeps commitments; Inspires the trust of others; works with integrity and ethically; Upholds organizational values.
Organisational Support- Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization’s goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
EDUCATION, QUALIFICATIONS AND EXPERIENCE
Minimum- College Diploma in Banking and Finance or any Business field.
1 year working experience in a similar role. Experience as a Call Centre Agent or Client services operator is preferable.
Language Skills
Fluent in English. Good Knowledge of local language desired.
Computer Skills
Computer literacy: MS Word, MS excel, MS Outlook user at intermediate level, Call Centre Applications.
Closing date for accepting applications is Friday 21st July 2023.
* Note: Only shortlisted candidates will be contacted.
