Call Centre Agents – Lusaka ExpressCredit Zambia

ExpressCredit is a global consumer finance company operating in Zambia and 3 surrounding countries, including Botswana, Namibia, and Lesotho. Our company helps individuals in a need of short-term and long-term financial solutions – all of which make a meaningful and lasting impact on the local communities.

Since 2018, ExpressCredit has more than tripled its global operations and grown significantly worldwide. If you want to work for a dynamic, forward-thinking and socially responsible financial services provider we are the right match for you!

To learn more about ExpressCredit, visit: www.expresscredit.co.zm

Express Credit Zambia seeks to recruit self- motivated, experienced, skillful and result oriented professionals based in Lusaka for Call Centre Agents (X2) Position.

Job Purpose

Responsible for responding to customer queries, complaints and troubleshooting customer service problems by managing the flow of incoming calls, emails and applications. Always assisting customers in a professional way, in some cases dialling out to make outbound sales

Key Responsibilities

• Handle customer inquiries by phone, email and chats
• Document all call information according to standard operating procedures
• Route calls to appropriate person or department when needed
• Follow communication scripts when handling different topics;
• Manage, research, identify, and resolve customer complaints using available resources
• Sell products and place customer applications in the ERP system
• Research required information using available resources and provide customers with product and service information
• Process web applications
• Follow up on customer calls and inquiries where applicable.
• Enter new and update existing customer information into system
• Recognize, document, and alert the management team of trends in customer behaviour, give feedback on findings for continuous quality improvement cycle
• Identify and escalate issues to supervisors
• Upsell products and services
• Complete call logs and reports
• Ensure adherence to established attendance schedules
• Process loans, forms and applications as per set operating procedures
• Conduct outbound calls as assigned by the Call Centre Manager
• Perform other tasks as assigned by the Call Centre Manager

Qualifications and Requirements

• Grade 12 School Certificate with 5 credits including English and Mathematics
• Diploma or better in any business-related course,
  1-2 years of experience in Customer Service preferably in a call centre environment which has sales
• Must be based in Lusaka or willing to self-relocate
• Computer literate (Microsoft Word and Excel)
• Strong phone and verbal communication skills along with active listening
• Strong written communication skills
• Relevant selling and marketing skills
• Excellent interpersonal skills
• Good understanding of customer service principles,
• Analytical thinking with an attention to detail and accuracy
• Excellent time management, good organizational and multi-tasking skills
• Honesty and Integrity with the ability to maintain confidentiality and exercise discretion
• Approachable and team player
• Target driven and persistence.
• Ability to handle stressful situations appropriately.