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
KPI’s
- 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
Qualifications
- 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