Call Centre Quality Assurance Representative at Emerging Cooking Solutions (Zambia) Limited

Emerging Cooking Solutions (Zambia) Limited, trading as “SupaMoto”, is a Zambian/Swedish joint venture, introducing clean burning modern cook-stoves, renewable cooking fuel pellets made from waste biomass and solar home systems. Our locally produced pellets are cheaper than charcoal and the cooking solution performs similar to a gas stove. Our solar home systems have a built in Pay as You Go (PAYGO)-mechanism and almost all payments for our products are made through Mobile Money. Our company has over 50 staff and is growing rapidly since our solution is unique and we are one of the first movers on a virgin market for renewable home energy. The positive environmental, socio-economic and macro-level impact of our solutions is immense. We truly have a solution for the dilemma of rapid deforestation and disproportionately high cooking fuel costs for low-income people.

Responsibilities:

• Ensure call centre representatives are adhering to standards
• Perform customer interaction monitoring on a regular basis
• Provide weekly reports of performances and key outcomes from scoring calls.
• Contribute to coaching and developing of call centre representatives

Basic Qualifications:

• Degree or Diploma

Requirements:

• Must be fluent in the following languages;
  • Bemba
  • Tonga
  • Lozi
  • Kaonde
  • Tumbuka

• A minimum of 2 years work experience in a customer service, or call center environment.
• Strong written and oral communication skills, both, required.
•  Proficiency in Microsoft Office (Word, Excel, and PowerPoint) preferred.
• Strong knowledge of CRM solutions