Apply for Future Opportunity : Customer Support Specialist:

*N.B Future opportunity

Job Title: Customer Service Representative
Location: Zimbabwe
Department: Customer Service
Reports To: Team Lead
Job Type: Full-Time

Position Summary:

SIAD Central is seeking a dedicated, reliable, and customer-focused Customer Service Representative to join our growing team. As a Customer Service Representative, you will be the face of our company, responsible for providing exceptional service to our clients and their customers. You will manage a variety of customer inquiries, resolve issues, and ensure each interaction results in a positive experience. This role requires strong communication skills, empathy, and problem-solving abilities to maintain high levels of customer satisfaction.

Key Responsibilities:

Handle Customer Inquiries: Respond to inbound calls, emails, chats in a professional and timely manner, addressing inquiries and providing accurate information about products/services.
Resolve Customer Issues: Actively listen to customers, diagnose issues, and provide solutions or escalate to the appropriate department when necessary.
Order Processing and Support (if applicable): Assist customers with order placement, tracking, and returns, ensuring accuracy and timeliness in processing.
Maintain Customer Satisfaction: Aim to resolve all customer issues during the first contact (First Call Resolution), ensuring high satisfaction through prompt and effective problem-solving.
Data Entry and Documentation: Accurately log customer interactions, feedback, and transactions in the company CRM or ticketing system for future reference.
Follow-Up: Contact customers when needed to ensure satisfaction and closure on any open inquiries or issues, maintaining a proactive approach to customer care.
Adherence to Company Policies: Ensure all customer interactions follow SIAD Central’s policies and procedures, including company scripts, privacy policies, and conflict resolution guidelines.
Performance Metrics: Consistently meet or exceed key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
Collaborate with Team: Work closely with other departments such as Quality Assurance, Technical Support, and Sales to provide seamless service and identify opportunities for process improvement.

Key Requirements:

Proven Customer Service Experience: - Preferably a University graduate with high level of English fluency both written and spoken
- 1-2 years of experience in a customer service or support role is preferred, but not required.
Strong Communication Skills: Excellent verbal and written communication skills, with the ability to interact professionally and empathetically with customers.
Problem-Solving Abilities: Strong critical thinking and problem-solving skills, able to handle complex issues and provide timely resolutions.
Tech-Savvy: Comfortable with using customer service software, or any other software and has some tech skills and knowledge. (training will be provided if necessary).
Multitasking Skills: Ability to handle multiple tasks simultaneously while maintaining a high level of attention to detail and accuracy.
Adaptability: Comfortable working in a fast-paced environment and adapting to changes in customer needs, policies, or technology.
Team Player: Able to work effectively both independently and as part of a team to achieve goals and improve customer experience.
High School Diploma or Equivalent: A higher education qualification is a plus but not required.

Preferred Qualifications:

Previous experience in a call center, retail, or customer-facing role.
Bilingual or multilingual candidates are highly encouraged to apply.

What We Offer:

Competitive Salary: Attractive pay structure based on experience and performance.
Professional Development: Opportunities for career growth and advancement through ongoing training and support.
Positive Work Environment: Join a friendly, collaborative, and customer-centric team committed to helping you succeed.