Customer Service Representative

Job Summary

We are seeking a highly motivated and customer-focused Customer Service Representative to join our team. The successful candidate will be responsible for providing exceptional customer service to our clients, responding to customer inquiries, resolving customer complaints, and escalating complex issues to senior management as needed.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Resolve customer complaints and issues in a fair and efficient manner
• Escalate complex issues to senior management as needed
• Collaborate with internal teams to resolve customer issues
• Provide excellent customer service to ensure customer satisfaction
• Meet or exceed customer service metrics and targets
• Stay up-to-date with product knowledge and company policies
• Perform other duties as assigned

Requirements

• High school diploma or equivalent required
• 2+ years of customer service experience
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Proficiency in Microsoft Office and customer service software
• Ability to learn and adapt quickly
• Strong attention to detail and organizational skills
• Ability to work in a dynamic and ever-changing environment
• Ability to maintain confidentiality and handle sensitive information
• Ability to work a flexible schedule, including evenings and weekends
• Ability to travel as needed

Qualifications

• Bachelor's degree in Business Administration, Marketing, or related field preferred
• 2+ years of experience in a customer-facing role
• Experience in a call center or customer service environment preferred
• Knowledge of customer service software and systems preferred
• Ability to speak multiple languages preferred

Note: This job description is not an exhaustive list of responsibilities. JobWeb Zambia reserves the right to modify or change job duties at any time.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer service, please submit your application, including your resume and cover letter, to [insert email address]. We thank all applicants for their interest; however, only those selected for an interview will be contacted.