Contact Center Agent

About the Role

CBZ Holdings Limited is seeking an energetic and passionate Contact Center Agent to join their dynamic team in Harare, Zimbabwe. This role offers an exciting and challenging career opportunity within the Contact Centre Department, perfect for individuals eager to contribute to a team of experts.

Responsibilities

• Execute outbound sales and other campaigns efficiently.
• Identify sales, up-selling, and cross-selling opportunities by analyzing existing databases.
• Nurture identified sales leads to facilitate closure.
• Ensure a high level of customer satisfaction by providing accurate information and professional service.
• Address customer inquiries, concerns, and complaints courteously and professionally.
• Promptly troubleshoot and resolve customer issues.
• Propose solutions tailored to customer needs and available product offerings.
• Escalate complex customer issues to supervisors or higher support tiers when necessary.
• Promote additional products or services to the existing customer base.
• Record new customer details and schedule visits for potential clients.
• Ascertain customer requirements through effective questioning techniques.
• Research and present alternative solutions to customers across all platforms.
• Document and report trends observed in customer interactions to the supervisor.
• Foster strong customer relationships and trust through open and interactive communication.
• Conduct follow-ups to confirm resolution of customer issues.
• Gather and document customer feedback to enhance service quality.
• Maintain detailed records of all customer interactions according to standard operating procedures.
• Update customer records with comprehensive notes on each interaction.
• Manage an organized database of customer contacts and interaction history.
• Identify and report potential risks associated with marketing and customer engagement activities.

Requirements

• Possess 5 GCSE or ZIMSEC Ordinary Level passes, including Mathematics and English with a Grade B or higher.
• Hold a certification such as Certified Customer Service Professional (CCSP) or Call Centre Professional (CCP).
• Demonstrate familiarity with using email platforms for communication and coordination.
• Have experience with call center software, including Zendesk, Freshdesk, or Five9.
• Possess at least 2 years of experience in a Marketing, Call Centre, or Customer Service role.
• Exhibit the ability to effectively navigate and utilize call center software features like call routing, ticketing, and reporting.

Additional Information

Only shortlisted candidates will be contacted.