Customer Centre Team Lead

Epartment: Sales and Distribution

Location: Mansa

Job Purpose:

To handle all customer care interactions by providing consistent standards of service to Airtel customers, ensuring customer satisfaction, effective selling and to build and retain excellent customer relationships.

Reporting to the retail manager – retail, the main duties are:

  • Ensure Customer Satisfaction through consistent standards of service excellence through implementation of continuous improvement initiatives.
  • Drive sales in the walk in centres by achieving performance targets.
  • Provide excellent customer relationship management by resolving customer queries, selling, retention and relationship building.
  • Promote Airtel brand image by managing service delivery aligned to customer needs and business objectives.
  • Adhere to good work ethics.
  • Compile management reports weekly/monthly.
  • Conduct real-time monitoring of the Airtel Centre performance and productivity.
  • Supervision of Representatives and daily operations of the centre .

Educational Qualifications:

  • Diploma/Degree in a Commercial Discipline or related field

Relevant Experience:

  • Experience in 3 – 5 years in a similar role
  • Team Supervision
  • Cash Management
  • Other requirements (Behavioral etc.)
  • Customer Centric
  • High level of commitment
  • Strong leadership skills
  • Ability and desire to sell
  • High person standard and goal oriented
  • Excellent interpersonal skills
  • Excellent and effective communications skills, both orally and in writing
  • Professional and well groomed in dressing and presentation

How to Apply

Suitable candidates are required to send their application & Curriculum vitae to the email below:

Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.

Application deadline
16 Jul 15:00
Email applications to
jobs@zm.airtel.com
Airtel Zambia
Airtel Zambia
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Airtel mobile voice and text
Airtel mobile money
Airtel mobile business services
Airtel internet
Airtel devices
Operating in 20 countries across Asia and Africa including Zambia, this company covers every district and offers a wide variety of tariffs and value added services to meet the needs of individuals and businesses. Their services encompass telecommunications and IT, electronic payment systems, mobile business solutions and phones and accessories.
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