About Company
Econet Wireless Zimbabwe is the country’s largest telecommunications company, providing a comprehensive range of services including voice, data, mobile money (EcoCash), and enterprise solutions to millions of subscribers nationwide. As a leader in innovation and connectivity, Econet is committed to bridging the digital divide and enhancing lives through technology. Our mission is to deliver world-class communication solutions, ensuring unparalleled customer satisfaction through a dedicated and skilled workforce. We foster a dynamic, inclusive, and growth-oriented environment where employees are empowered to make a significant impact on our vast customer base and the broader Zimbabwean economy. Join a company that is not just building a network, but building a future.
Job Description
Are you a highly empathetic, patient, and results-driven individual with a passion for helping people? Econet Wireless Zimbabwe is seeking dedicated Call Center Representatives to join our dynamic team, working remotely from the comfort of your home within Zimbabwe. In this crucial role, you will be the frontline voice of Econet, directly interacting with our valued customers to provide exceptional support and resolve their inquiries. This position requires excellent communication skills, a knack for problem-solving, and the ability to navigate various customer service scenarios with professionalism and efficiency. You will be responsible for handling a high volume of inbound calls, addressing questions related to our diverse range of products and services, troubleshooting technical issues, and assisting with billing or account management concerns. Success in this role hinges on your ability to listen actively, understand customer needs, and articulate solutions clearly and concisely, all while maintaining a positive and helpful demeanor. We are looking for individuals who thrive in a remote work setting, possess strong self-discipline, and are committed to maintaining Econet’s high standards of customer service from a home-based office. Comprehensive training will be provided to ensure you are fully equipped to excel and contribute meaningfully to our customer experience objectives.
Key Responsibilities
- Answer inbound customer calls promptly and professionally, providing accurate information and solutions.
- Efficiently identify and assess customer needs to achieve satisfaction on the first contact whenever possible.
- Troubleshoot and resolve customer complaints or technical issues related to mobile services, data, EcoCash, and other products.
- Document all customer interactions accurately and thoroughly within the CRM system.
- Maintain up-to-date knowledge of Econet's products, services, promotions, and policies.
- Adhere to company guidelines and quality standards for all customer communications.
- Collaborate with other departments to escalate and resolve complex customer issues when necessary.
- Meet and exceed individual and team performance targets, including call handling time, resolution rates, and customer satisfaction scores.
- Actively participate in ongoing training and coaching sessions to enhance skills and knowledge.
- Ensure compliance with all data privacy and security regulations.
Required Skills
- Excellent verbal and written communication skills in English (Shona and Ndebele an advantage).
- Proven active listening skills and ability to empathize with customers.
- Strong problem-solving and critical-thinking abilities.
- Proficiency in using computer systems, including CRM software and Microsoft Office Suite.
- Ability to work independently and maintain high productivity in a remote environment.
- High degree of patience, resilience, and a positive attitude.
- Reliable internet connection and a conducive home workspace free from distractions.
- Exceptional organizational and time management skills.
Preferred Qualifications
- Previous experience in a call center or customer service role, preferably in the telecommunications industry.
- A diploma or degree in a relevant field (e.g., Marketing, Business Administration, IT).
- Familiarity with telecommunication products, services, and industry best practices.
- Experience with remote work tools and platforms.
Perks & Benefits
- Opportunity to work remotely, offering excellent work-life balance and flexibility.
- Competitive salary package paid in USD.
- Comprehensive health benefits and wellness programs.
- Extensive initial and ongoing professional development and training.
- Clear pathways for career growth and advancement within a leading company.
- Access to the latest tools and technology to support your work.
- Employee discounts on Econet services.
- A supportive and collaborative team culture.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume is up-to-date and highlights your relevant skills and experience. Only shortlisted candidates will be contacted for an interview.