Esther Zulu

• Help build a culture that recognizes and embraces EEA’s vision and values, always encourages success, and supports all employees.

• Support recruitment and hiring of Fenix Zambia’s Customer Service Representatives and help identify and document the qualities and characteristics that make this initial Zambia team successful to inform future recruitment efforts.

• Onboard and train new Customer Service Representatives, adapting your content and approach according to the strengths and weaknesses of our team

• Enhance our Call Quality Control process, ensuring quality, efficiency, and accuracy, with the aim of ensuring that each CSR provides the best, most technically accurate customer service; as needed, provide targeted training and support to ensure quality control in the performance of CSR duties.

• Conduct quarterly and annual performance reviews ( 2x2x2’s and 360s)

• Track individual CSR Scorecard performance for your team: customer service quality, data quality, technical performance, efficiency, and other important KPIs, and follow up accordingly.

• Work closely with the Call Center Manager to determine team needs, weakness, strengths, and areas of improvement. Review individual performance through regular feedback.

• Provide on-the-job coaching and day-to-day supervision of CSRs.

• Provide daily direction and communication to the CSR team so that customer service is provided in a timely, efficient, and knowledgeable manner, driving toward Fenix’s mission to relentlessly pursue an exceptional customer experience.

• Gather customer feedback insights monthly and come up with action plans.

• Carry out assigned call center projects that helps to help improve customer satisfaction.

• Provide software support to the team as per the higher permissions accorded to you, maintaining discipline and thoroughness in operations. i.e Reversal, payment refunds and Activations.

• Take initiative and be creative! Proactively identify areas to improve our Customer Experience and CSR experience as Fenix Zambia establishes its culture and operations in its early days!

• Collaborate and support other departments in the business as a member of the leadership team.

• Company Overview: Airtel
• To ensure Schedule adherence
• Provide support services to internal and external clients
• Provide the best customer experience in the most efficient and effective manner according to customer needs and expectations
• Accuracy and attention to detail
• The ability to handle and resolve difficult situations/Requests
• Ensure calls are handled within set standard time
• Work with different departments within the organization to reduce the number of complaints on an on-going basis
• Facilitate problem solving and collaboration
• Serve as a focal point to communicate and resolve interface and integration issues with other teams
• Institute process that highlights Top Critical unresolved Complaints and Requests
• Coordinate with Query Resolution & Complaint Unit and all Process Owners to conduct root-cause analysis for identified unresolved queries
• Ensure clients complaints are resolved

• Company Overview: Chilanga Service Station
• Receiving cheques and cash from account holders
• Buy stocks for the service station Drinks and water
• Make Cash and cheque Deposits
• Send Daily Reports to the managing Director
• To ensure that all items or stocks such as lubricants and Airtime are available at the station
• To carry out any other duties assigned by the director
• Chilanga Service Station

• Collecting orders of the day
• Balancing the stock
• Accounting for daily sales
• Make cash and Cheque Deposits
• Issue petty cash and account for expense