Call Center Agent

About the role

We are looking for a full‑time Call Center Agent to join our Lusaka team. In this on‑site position you will be the first point of contact for customers, handling both inbound and outbound calls related to our courier and fulfillment services.

Key responsibilities

• Answer and place calls, responding to customer inquiries about shipments and services.
• Track parcels, process service requests and resolve issues in real time.
• Document all interactions accurately in the call‑center system.
• Escalate complex cases to the appropriate operations or logistics teams.
• Maintain high levels of customer satisfaction by following established procedures.
• Collaborate with operations and logistics to ensure timely delivery of services.

Required profile

• Strong customer‑service orientation with a focus on satisfaction.
• Excellent verbal communication, active listening and a professional phone manner.
• Ability to work on‑site in Lusaka, manage time effectively and thrive in a fast‑paced environment.
• Minimum diploma or degree; additional customer‑service training is a plus.

Required skills

• Proficiency with call‑center software.
• Good computer literacy, including email and Microsoft Office applications.