Customer Experience Executive

  • Full Time
  • Anywhere

Website cGrate Zambia

Processes Payments by connecting consumers, merchants & issuers

Lusaka, Zambia

Position Overview

The Customer Experience Executive serves the customers.

Job Responsibilities

  • Managing inbound and outbound calls
  • Upselling cGrate product and services
  • Managing customers by email and WhatsApp
  • Escalating queries to responsible departments
  • Calling clients to inform them of the company’s new products and services
  • Assist in training new employees


  • Attainment of 100% quality customer service at all times
  • Ticketing and closure of all queries within 24 hours
  • Prepare monthly call customer experience Centre reports

Organizational Alignment

  • Reports to the Team Lead-Customer Experience


  • Diploma in Business Administration or related field
  • Call center and customer service experience
  • Proficiency with technology, especially computers, software applications, and phone systems

Personality Qualities

  • Exceptional verbal and written communication skills
  • Strong understanding of company products, policies, and services
  • Excellent problem solving and customer service skills
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
  • Dependability, Multi-tasking
  • Time and priority management skills

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