Contact Centre Agent – 9

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Zambia National Commercial Bank Plc (Zanaco) is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Commercial Division under the Customer Service Department at Head Office.


To handle all Contact Centre interactions by providing high level consistent standards of service to Zanaco customers and ensuring customer satisfaction

To manage the entire customer experience to ensure consistent service delivery

Manage own call utilization performance and ensure highest level of efficiency

Cross selling of Bank’s products and services

Improve customer engagement through participation in activities such as outbound calling Receives and responds to customer service queries, complaints and requests via social media, SMS, Webchat, WhatsApp, telephone, walk-ins and email

Telemarketing to customers

Following up with customers on outstanding issues

Log and resolve customer issues immediately, otherwise escalate to relevant department immediately

Record and capture customer details correctly

Ownership of escalated queries by proactively monitoring and driving customer related issues to resolution within agreed turnaround times

Ensure all logs are maintained

Interact with other departments to resolve customer issues

Perform other duties as assigned by the Contact Centre Senior Specialist

Carry out customer surveys and participate in customer feedback through monthly surveys

Maintain clear, positive, professional communication in accordance with the Zanaco Customer Service standards

Provide information and educate customers 2

All other tasks or responsibilities as maybe assigned by management.

Internal/External Contact

External: Customers

Internal: All divisions


Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects

Diploma in Marketing & Sales or related field

One (1) year customer service experience (in customer facing location or Call Centre)

Experience in Banking is an added advantage

Understanding of Retail products and account opening, KYC Cash and other Branch process requirements

Understanding of relevant legislation e.g. KYC, Anti - Money laundering, Banking code.

Understanding of people policies and processes

Demonstrated complaint handling and resolution skills

Job Core Competencies

Excellent customer relationship development/management

Good negotiation, problem-solving and conflict resolution

Good Oral & Written communication skills

Creative and innovative

Presentation skills

Ability to manage multiple tasks

Telephone etiquette

Social Media skills an added advantage

Analytical Skills

Interpersonal Skills

Total Quality Management

How to apply

All applications Must have an application/cover letter, copies of qualification certificates including Grade 12 and detailed curriculum vitae indicating the position being applied for in

to the email below:

Zambia National Commercial Bank (ZANACO) image
Zambia National Commercial Bank (ZANACO)
Personal banking
Agribusines and SME business banking
Corporate finance
Electronic payment systems
Zambia National Commercial Bank, commonly known as ZANACO provides personal and business banking, corporate finance, Visa payment systems, investment and loan facilities. ZANACO is the largest financial services provider in Zambia. ZANACO has partnered with Zampost to allow customers to deposit and withdraw funds from their accounts from anywhere in Zambia. The bank has a special interest in agribusiness and small and medium enterprises, offering SMEs payroll solutions.