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• Customer Service Representative
• Zimworx
• Full-time
• Lusaka, Zambia
• 6d ago

We are seeking confident, articulate, and customer-focused Customer Service Representatives to support customers with questions related to debt settlement and account resolution.

Responsibilities:

Engage with customers professionally and confidently via phone.

Explain debt settlement processes, account information, and available options clearly and accurately.

Listen actively to understand customer concerns and provide appropriate responses.

Handle customer objections and provide effective rebuttals while maintaining a consultative approach.

Build rapport quickly and create positive, productive customer conversations.

Address customer questions and concerns with empathy, professionalism, and confidence.

Guide customers through appropriate next steps toward resolving their accounts.

Maintain accurate documentation of customer interactions and outcomes.

Escalate complex customer concerns to the appropriate team when required.

Consistently meet established customer service, quality, productivity, and performance expectations.

Adhere to company procedures, compliance requirements, and customer communication standards.

Requirements:

A diploma or Bachelor's degree in Business, Finance, Communications, Marketing, or a related field is an advantage.

Previous customer service or call center experience is required.

Prior experience in debt settlement, debt resolution, collections, financial services, or account servicing is a strong advantage.

Experience handling objections, customer retention, or consultative conversations is preferred.

• Zimworx