LUANAR
NON-ACADEMIC STAFF VACANCY ANNOUNCEMENT
The Lilongwe University of Agriculture and Natural Resoces (LUANAR) invites applications from suitably qualified candidates to be considered for the following vacant posts in various establishments of the University.
CALL CENTRE AGENT
As a Call Centre Agent, She/he will be the first point of contact for our customers, providing
exceptional service through phone, email, and chat communications. She/he will handle inquiries, resolve issues, and ensure customer satisfaction while maintaining a professional and friendly demeanour.
Key Duties and Responsibilities
- Answer incoming calls and respond to customer emails and chats promptly and professionally
- Identify and assess customers’ needs, resolving inquiries or redirecting to the appropriate
department if needed - Provide accurate and complete information about products, services, and policies
- Handle and resolve customer complaints, escalating issues when necessary
- Keep accurate records of customer interactions and transactions
- Follow communication procedures, guidelines, and policies
- Meet quality and productivity targets while maintaining a high level of customer satisfaction
Qualifications, Experience, Skills, and Abilities
- Diploma or a Bachelors Degree in any field
- Proven work experience in a customer service role or call centre environment preferred
- Excellent communication and active listening skills
- Strong phone etiquette and ability to handle high call volumes
- Ability to multitask, prioritize, and manage time effectively
- Proficiency in computer systems and data entry
- Adaptability to a fast-paced and dynamic work environment
- High school diploma or equivalent; additional certification or training is a plus.
Competencies:
- Communication Skills: Clear and concise verbal and written communication to effectively interact with customers and colleagues.
- Problem-Solving: Ability to assess situations, analyze problems, and provide appropriate solutions or escalate issues as needed.
- Customer Focus: Commitment to delivering exceptional service, understanding and meeting customer needs, and ensuring satisfaction.
- Adaptability: Flexibility to handle diverse customer inquiries and adapt to changing processes or systems.
- Time Management: Efficiently manage time to handle multiple tasks and maintain productivity in a fast-paced environment.
Terms and Conditions of Engagement
All the successful candidates will be engaged on an initial 2-year contract before they can be considered for permanent appointment based on satisfactory performance. Remuneration
will be in line with LUANAR Staff Regulations and Conditions of Service applicable to staff
on fixed-term contract.
Method Of Application
Hard copy application package should include an up-to-date Curriculum Vitae (CV), names
and contact details of three traceable referees one of which should be of a current employer
where applicable plus copies of certified academic and professional qualifications. The
title of the position must be indicated on the envelope and sent to:
The University Registrar
Lilongwe University of Agriculture and Natural Resources(LUANAR)
P.O. Box 219
LILONGWE
All applications should reach the UNIVERSITY no later than Friday, 20 September 2024. Only shortlisted candidates will be acknowledged.
LUANAR is an equal opportunity employer hence females are encouraged to apply.