Agent Care Officer (Zambia)

About the role

BURN is seeking an Agent Care Officer to support and assist its network of agents in Zambia. The role ensures agents have the resources, guidance, and well‑being support needed to deliver exceptional customer service and meet sales targets.

Key responsibilities

• Manage the daily agent network, including calls and acting as the interface for sales‑operations reconciliation.
• Engage agents on performance data, collect feedback, and handle agent tickets.
• Maintain Personal Journey Plans (PJP) for each agent and Territory Sales Manager (TSM), adjusting actions as needed.
• Plan trade activities with agents, team leads and TSMs.
• Provide daily training and mentoring to agents via calls.
• Oversee prospect management and conduct agent quality and recruitment checks.
• Support overall sales targets and produce daily/weekly feedback reports for team leads, TSMs and the country lead.

Required profile

• Advanced fluency in English, both written and spoken.
• University degree in Business Administration, International Development, Marketing, Economics or a related field.
• Minimum of 1 year of sales experience.
• Strong communication, planning and collaboration abilities.
• Commitment to ethical behaviour and organizational values.

Required skills

• Advanced Excel data skills.

What we offer

• Opportunity to work in a dynamic, agent‑focused environment.
• Professional development through regular training and mentorship.