Customer Care Representatives x4 VITALITE Zambia

Are you up for a challenge and looking to join a great place to work? We are looking for Customer Care Representatives to join our team. If you think that could be you, please read on.

Who are we?

VITALITE Zambia Limited is a Zambian registered company founded in 2013. VITALITE was created to increase rural electrification and combat the poverty tax affecting low-income, energy-poor households across Zambia.

Our mission is to make quality products and services accessible and affordable to all Zambian households. We pride ourselves on having been the first to pioneer a fully integrated pay-as-you-go (PAYGO) service in Zambia and aim to become the country’s leading rural service and distribution company.

According to an independent survey of our customers (run by impact reporting agency, 60 Decibels in March 2021), 88% find we’ve very much improved their quality of life.

What’s it like to work here?

• We have built a vibrant and dynamic team in which all of us are treated fairly and given equal opportunity to progress
• We work in an emotionally safe environment within which we all have the opportunity to `fully express ourselves
• Everyone is encouraged to create positive impact for themselves, their colleagues and our customers by taking full accountability for what we do every day.

According to an independent survey (run by global gender advisory firm, Value for Women in February 2021):

• 94% of team members feel respected by their colleagues
• 97% of team members like our mission and purpose
• 86% of team members believe men and women have equal career opportunities
• 94% of team members believe issues of sexual harassment are taken seriously here
• 89% of team members believe we encourage open and honest communications

What is the job about?

We are looking for highly committed, dependable and motivated individuals to join our Customer Care team. The Customer Care Representatives will be responsible for answering product and service related questions, trouble-shooting and ensuring effective and consistent customer service. This position will report to the Customer Care Coordinator.

Successful applicants for this role will be responsible for:

Inbound Customer Support: 

• Inbound call management
• Properly classifying and tagging incoming calls.
• Responding to incoming emails and messages.
• Handling customer requests and grievances.

Outbound Customer Support

• Managing outbound calls.
• Properly collecting and/or recording outcomes from outbound call conversations, and sales.

Minimum Requirements

• Grade 12 certificate (good Mathematics & English results).
• At least two (2) years’ experience in Sales/Mobile Money/Customer care.
• Experience working in a customer focused environment.
• Working knowledge of MS Office including Excel, Word, Power Point and formation of Pie Charts.
• Able to pay attention to detail.
• Highly articulate & organized.
• Good voice projection.
• Motivated, Enthusiastic, patient with customers and good telephone etiquette.
• Happy to work late-night shifts.
• Ability to effectively communicate in at least four local languages (Including Tonga)
• Problem Solving
• Customer Service

Female candidates are encouraged to apply