CALL CENTRE AGENT

Call Centre Agent Jobs in Lusaka at ICYPEED LOGISTICS

ICYPEED LOGISTICS is currently hiring motivated and detail-oriented individuals for call centre agent jobs in Lusaka. This full-time position offers the chance to work in a dynamic, fast-paced environment where you will play a crucial role in delivering exceptional customer service on behalf of our clients.

About the Call Centre Agent Role

As a Call Centre Agent, you will be responsible for managing high volumes of inbound and outbound calls, addressing customer inquiries, resolving issues promptly, and maintaining a positive relationship with clients. You will also handle social media inquiries via WhatsApp and Facebook, update client databases, and ensure accurate communication through various channels.

Key Responsibilities for Call Centre Agent Jobs in Lusaka

• Manage large volumes of inbound and outbound telephone calls efficiently.
• Respond to customer inquiries on social media platforms including WhatsApp and Facebook.
• Maintain and update client databases with accurate information.
• Identify and assess customer needs to ensure satisfaction and build lasting trust.
• Provide accurate, valid, and complete information using appropriate tools and methods.
• Handle customer complaints by offering timely solutions and following up to guarantee resolution.
• Keep detailed records of customer interactions, complaints, and account processes.
• Adhere to communication procedures, guidelines, and company policies.
• Process payments for shipments to the UK and South Africa when required.
• Prepare and submit monthly reports to the Head of Department, copying senior management and accounts.
• Perform additional duties as assigned to support team objectives.

Qualifications and Skills Required

• Certificate or Diploma in Public Relations or any business-related field.
• Minimum of 2 years’ experience in a call centre or customer support role.
• Strong knowledge of customer service principles and practices.
• Ability to engage effectively with diverse personality types.
• Excellent data entry and typing skills.
• Superior listening, verbal, and written communication abilities.
• Capability to manage stressful situations calmly and appropriately.
• Proven ability to multitask, prioritize tasks, and manage time efficiently.

How to Apply for Call Centre Agent Jobs in Lusaka

Interested candidates are invited to submit the following documents:

• Application letter
• Updated Curriculum Vitae (CV)
• Certified copies of academic and professional certificates
• Copy of National Registration Card (NRC)

Applications should be sent via email to icypeedzmhr@gmail.com or delivered in person to Plot 5580 Lusiwasi Road, off 10101 Libala Road, Lusaka.

Application Deadline: 6th August 2026

Job Details