Job Details

Job Description

Job Title: Call Centre Representative

Company: Emerging Cooking Solutions (Zambia) Limited, trading as SupaMoto

Reporting to: Call Centre and after Sale Jnr Manager

Location: Lusaka, Zambia

Terms: 3 Months’ Probation

About Us:

Emerging Cooking Solutions (Zambia) Limited, trading as SupaMoto, is a leading player in the Advanced Biomass Cooking sector, dedicated to positive global impacts. As a Zambian/Swedish joint venture, we introduce clean-burning modern cook-stoves that use renewable cooking fuel pellets, our locally produced pellets are an affordable and eco-friendly alternative to charcoal, promoting environmental sustainability and addressing the challenge of deforestation.

We are a young, dynamic start-up company and a leader in the Advanced Biomass Cooking sector, committed to creating positive impacts globally. From humble beginnings, we have cultivated a vibrant spirit and now boast excellent potential for growth. As we flourish, we seek an energetic and committed professional to join our team as a call centre representative.

In line with the company’s origins, we seek a committed and dynamic individual who can grow into the team and the role. The right person will be eager and brilliant, with strong interpersonal skills, integrity, and a love for systems and processes.

Position Overview:

As a Call Centre Representative, you will play a vital role in delivering exceptional customer experiences and driving business growth, contributing to the overall efficiency of our dynamic team.

Responsibilities:

• Answering and making calls to clients to address their needs, complaints, or other issues with SupaMoto products.
• Educating clients on the use of SupaMoto products and payment methods.
• Managing relationships with clients and other call center team members.
• Resolving queries from SupaMoto customers, sales representatives, Lead generators, resellers and escalating unresolved problems.

Major Tasks:

• Making Courtesy, Pre-disabled and Disabled calls.
• Answering incoming calls when assigned.
• Raising Tickets for all calls handled.

Minor Tasks:

• Providing cover for the inbound or Activations.
• Any other assigned tasks

Key Performance Indicators (KPIs):

• Reach your daily targets.
• Maintain Average Handling Time (AHT).
• Resolve on first contact and escalate queries promptly.
• Raise tickets and enter necessary notes on provided platforms
• Follow the provided Scripts.
• Maintain Minimum number of abandoned calls.
• Maintain Average Waiting Time (AWT).

Skill Requirement:

• A commitment to excellent customer service.
• Attention to detail.
• Time management.
• Patience and Flexibility.
• Superior listening, verbal, and written skills.
• Superb interpersonal skills, including the ability to multitask.
• Competent use of Microsoft suite of applications: Word, Excel, and Outlook
• Ability to handle stressful Customers appropriately.
• Excellent data entry and typing skills.
• Ability to learn fast and adapt.
• Quick critical thinking and problem-solving abilities.
• Team player with a positive attitude.
• Good collaboration and teamwork abilities.

Additional Requirements:

• Certificate or Diploma in Customer Care or any related field.
• Fluent in Bemba and Nyanja. Any other local languages will be an added advantage.
• Call Center experience is an added advantage.
• Eagerness to learn and contribute to a dynamic team environment.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Ability to maintain a professional work ethic.

How to Apply:

If you are ready to contribute to a company with excellent growth potential and possess the skills mentioned above, please submit your resume and cover letter to [email protected] with the subject line “call centre representative. Application: YOUR NAME.”

We welcome candidates who share our commitment to sustainable development,
environmental conservation, and global impact.

Application Deadline: 1st September 2024

Thank you for considering SupaMoto as your workplace. We look forward to receiving your application.

Note: We encourage candidates from diverse and minority backgrounds, including women, who share our commitment to sustainable development, environmental conservation, and global impact, particularly in the Advanced Biomass Cooking sector, to apply. This position is suited for individuals with a passion for making a positive impact and demonstrating exceptional learning ability.