Joy Nyirenda Sinkala
Public Relations
Lusaka,Lusaka
Summary
Dynamic Customer Service Officer with a proven track record at the British Council, excelling in customer experience and relationship management. Skilled in problem-solving and effectively communicating complex products, I consistently achieved sales targets while fostering positive client interactions. Passionate about delivering exceptional service and enhancing customer satisfaction through strategic engagement.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Officer
British Council
01.2019 - Current
- Providing consistent and positive customer experience in line with the Sub Sahara Africa Customer Service Strategy and relevant corporate standards and polices.
- Handling first level enquiries received in person, by email, social media or telephone on relevant aspects of the British Council’s activities / products, in a friendly and professional manner, in line with Customer Service standards. Further, forward all second level enquiries to relevant colleagues, ensuring they are attended to within specified timelines.
- Updating and maintaining standard responses and other information for enquiry handling and send out information by mail, social media or telephone about British Council activities.
- Carrying out all reception and registration duties as required by Operations Manager/ Customer Service Manager in line with relevant corporate standards and policies.
- Participating in British Council activities as and when they occur, providing an effective presence, and ensuring that our requirements are met whenever activity takes place.
- Recording all forms of customer data and records accurately to meet corporate Customer Service standards.
- Checking the Customer email and social media platforms daily, responding to all feedback and customer comments and, where necessary, forwarding to relevant colleagues, ensuring they are attended to within specified timelines.
- Cross-selling relevant British Council services and products where appropriate.
- Maintaining an up-to-date contact database of all our customers, in relevant segments, within the agreed contacts spreadsheet.
- Building rapport and being patient with the prospect in order to find out the objectives, needs and requirements of the prospect.
- Being a point of contact for prospects, guiding them through the journey from first enquiry to final sale.
- Maximising conversion rates of exam enquiries to sales figures by communicating features and benefits of British Council offers, convincing and persuading /guiding prospects to enrol.
- Being accountable for monthly sales targets.
- Having detailed product knowledge through interaction with product managers.
- Covering for Customer service Manager when she is away.
- Supporting the delivery of examination services / products which include processing exam processing applications.
- Support the delivery of the In-Country Examinations Business Development Plan.
- Management of venue staff files and training.
Customer Care Associate
British Council
11.2015 - 03.2019
- Responding promptly and professionally to incoming customer inquiries in person, by telephone, or by email.
- Maintaining an updated knowledge of the organization's products, services, and customer service policies.
- Documenting customer interactions when necessary, compiling documents and forwarding information to interested parties.
- Explaining simply and clearly in response to customer questions and check for customer understanding and acceptance.
- Recommending new products or services or make suggestions for improvements by identifying relevant features and benefits.
- Assisting customers with exam registration.
- Establishing and maintain good rapport with customers by using positive language and anticipating their needs.
Public Relations and Admin Officer
Pearl of Health Hospital Lusaka
01.2010 - 01.2015
- Liaising with colleagues and key spokespeople.
- Liaising with and answering inquiries from media, individuals and other organizations, often via telephone and email.
- Collating and analyzing media coverage.
- Writing and editing in-house magazines, case studies, speeches, articles and annual reports.
- Sourcing and managing speaking and sponsorship opportunities.
- Commissioning market research.
- Fostering community relations through events such as open days and through involvement in community initiatives.
- Petty cash administration.
- Procurement of office requirements.
- Rostering Staff /Nurses, doctors for duty.
- Managing Employee Files for the Hospital.
- Managing Individual Corporate Scheme Accounts.
- Receiving mail and ensuring they are delivered to the right personnel.
- Managing corporate and personal scheme accounts.
- Training new front desk personnel.
- Establish and maintain supplier accounts.
- Ensure transactions are properly recorded and entered into the computerized System.
Receptionist
Pearl of Health Hospital Lusaka
01.2009 - 01.2010
- Attending to incoming clients / patients.
- Assisting clients fill in their insurance claim forms.
- Data entry and capturing their information in the records system for the various insurance schemes such as PROMED, LIBERTY, MOMENTUM and others and for cash clients.
- Guiding patients /clients through the whole process from data capture, doctors attendance, laboratory process up to point of discharge.
- Keeping stock of their record books.
- Collecting cash for cash clients.
- Invoicing.
- Cash reconciliations.
- Credit management and follow-ups for insurance schemes.
- Answering incoming calls.
- Making appointments for clients.
Office Manager
Zambian School of Driving
01.2006 - 01.2009
- Office Administration.
- Reception.
- Handle cash and credit transactions.
- Petty Cash administration.
- Banking and bank reconciliations.
- Preparing reports and maintaining records.
Receptionist and Secretary / Office Manager
Steel Masters Ltd
01.2005 - 12.2005
Project Coordinator / Finance Officer
01.2002 - 01.2004
Education
Master of Science - Public Relations
Cavendish University
10.2023
bachelor’s degree - mass communications and public Relations
CAVENDISH UNIVERSITY
01.2020
Diploma - Public Relations
UNZA
01.2013
Certificate - PASTEL ACCOUNTING
Kays Technologies
01.2006
National Accounting Technician Programme - NATEC
Evelyn hone College
01.1999
Full Grade Twelve Certificate -
Kabulonga Girls Secondary School
01.1996
Foundation Diploma Certificate -
Institute for the management of information systems (IMIS UK)
Skills
- Safeguarding
- Mental Health First Aid
- Equality Diversity and Inclusion
- Communicating with Confidence
- Customer Service Problem-Solving and Trouble Shooting
- Customer Experience Trends
- Customer Service Creating Customer Value
- Customer Service Managing Customer Expectations
- Customer Service Communicating Complex Products with Confidence
- Customer Service, Working in a Customer contact centre
- Delivering Bad News to Customers
- Effective Communication, Speaking your customer's Language
- Essential lessons for First time Managers
- Product Marketing Foundations
- Leading a Marketing Team
- Marketing to Humans
- Leading with Innovation
- Strategic Thinking Tips to Solve Problems and Innovate
- Customer Service Professionals
- Customer relationship management
- Social media engagement
References
- Kapanda Chibambo, Operations Manager, British Council Zambia, 0979234277, Lusaka, Lusaka, Zambia
- Miss Lontia Zulu, Front Desk Supervisor, Pearl Of Health Hospital, 0977788475, Lusaka, Lusaka, Zambia
- Mr. Binwell Mwale, Consultant, Cavendish University, 0977403112, Lusaka, Lusaka, Zambia
Personal Information
- Gender: Female
- Nationality: Zambian
- Marital Status: Married
Certification
- Safeguarding
- Mental Health First Aid
- Equality Diversity and Inclusion
- Communicating with Confidence
- Customer Service Problem-Solving and Trouble Shooting
- Customer Experience Trends
- Customer Service Creating Customer Value
- Customer Service Managing Customer Expectations
- Customer Service Communicating Complex Products with Confidence
- Customer Service, Working in a Customer contact centre
- Delivering Bad News to Customers
- Effective Communication, Speaking your customer's Language
- Essential lessons for First time Managers
- Product Marketing Foundations
- Leading a Marketing Team
- Marketing to Humans
- Leading with Innovation
- Strategic Thinking Tips to Solve Problems and Innovate
- Customer Service Professionals
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkWork Location
HybridOn-SiteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid sick leaveTeam Building / Company RetreatsPaid time offLanguages
Nyanja
Native language
English
Proficient (C2)
C2
Bemba
Intermediate (B1)
B1
Interests
Reading
Listening to Music
Travel
Software
Microsoft Office
Quote
Be more concerned with your character than your reputation, because your character is what you really are, while your reputation is merely what others think you are.
John R. Wooden
Affiliations
- Mental Health First Aid England
Timeline
Customer Service Officer
British Council
01.2019 - Current
Customer Care Associate
British Council
11.2015 - 03.2019
Public Relations and Admin Officer
Pearl of Health Hospital Lusaka
01.2010 - 01.2015
Receptionist
Pearl of Health Hospital Lusaka
01.2009 - 01.2010
Office Manager
Zambian School of Driving
01.2006 - 01.2009
Receptionist and Secretary / Office Manager
Steel Masters Ltd
01.2005 - 12.2005
Project Coordinator / Finance Officer
01.2002 - 01.2004
Master of Science - Public Relations
Cavendish University
bachelor’s degree - mass communications and public Relations
CAVENDISH UNIVERSITY
Diploma - Public Relations
UNZA
Certificate - PASTEL ACCOUNTING
Kays Technologies
National Accounting Technician Programme - NATEC
Evelyn hone College
Full Grade Twelve Certificate -
Kabulonga Girls Secondary School
Foundation Diploma Certificate -
Institute for the management of information systems (IMIS UK)
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