About Company
Econet Wireless Zimbabwe is the country’s leading telecommunications company, renowned for pioneering innovative mobile services and digital solutions. Established with a vision to empower Zimbabweans through connectivity, Econet has grown into a diversified technology group, offering a wide array of services including mobile voice, data, mobile money (EcoCash), broadband, and digital content. We are deeply committed to social responsibility, investing significantly in health, education, and rural development initiatives across the nation. At Econet, we believe in fostering a dynamic, inclusive, and forward-thinking work environment where our employees are encouraged to grow, innovate, and contribute to shaping Zimbabwe’s digital future. Join a team that values connection, customer satisfaction, and community impact, all while delivering world-class service. We are constantly striving to make a positive impact on the lives of our customers and the broader community, ensuring that everyone has access to the power of digital communication.
Job Description
Are you a highly motivated, customer-centric individual with excellent communication skills seeking a rewarding career opportunity that offers the flexibility of remote work? Econet Wireless Zimbabwe is looking for dedicated and enthusiastic Call Center Agents to join our dynamic customer service team, working remotely from Banket, Mashonaland West Province. In this essential role, you will be the first point of contact for our valued customers, providing exceptional support and resolving inquiries related to our diverse range of telecommunications products and services.
This Work From Home position requires a strong commitment to delivering outstanding customer experiences from the comfort of your own home. You will be responsible for handling inbound calls, responding to customer queries, troubleshooting technical issues, assisting with service activations, managing billing inquiries, and guiding customers through our digital platforms. Success in this role hinges on your ability to listen attentively, empathize with customer needs, and articulate solutions clearly and concisely. We are seeking individuals who are tech-savvy, possess a stable internet connection, and are comfortable navigating various software applications to efficiently manage customer interactions. You will be a vital link between Econet and its customers, upholding our reputation for reliability and excellent service. If you are passionate about helping people, thrive in a fast-paced environment, and are eager to contribute to Zimbabwe’s leading telecommunications provider, we encourage you to apply. This is an incredible opportunity to grow your career with a company that invests in its people and plays a pivotal role in connecting communities across Zimbabwe. Full training will be provided to ensure you are well-equipped to excel in this role, alongside ongoing support to develop your skills in customer relationship management and telecommunications technology. We value diversity and welcome applications from all qualified candidates who are eager to make a difference.
Key Responsibilities
- Handle a high volume of inbound calls efficiently and professionally, addressing customer inquiries and concerns regarding mobile services, data, EcoCash, and other digital solutions.
- Provide accurate, valid, and complete information by using the right methods/tools, ensuring first-call resolution where possible.
- Troubleshoot basic technical issues related to mobile networks, data services, and EcoCash, guiding customers through resolution steps patiently and effectively.
- Document all customer interactions accurately and comprehensively in the CRM system, maintaining detailed records for future reference and service improvement.
- Identify and escalate complex issues or unresolved customer complaints to appropriate internal departments for further investigation and timely resolution.
- Maintain a high level of product and service knowledge across all Econet offerings to effectively assist customers with informed recommendations.
- Achieve individual and team performance targets (KPIs) such as average handling time, customer satisfaction scores, and resolution rates.
- Adhere strictly to company policies, procedures, and quality standards for all customer interactions, ensuring compliance and data privacy.
- Maintain a professional and quiet home-office environment conducive to effective customer service, free from distractions.
- Engage in continuous learning and training to stay updated with product enhancements and service changes.
Required Skills
- Excellent verbal and written communication skills in English, with a clear and articulate phone voice.
- Strong active listening and problem-solving abilities, capable of quickly understanding customer needs and providing appropriate solutions.
- Proficiency in basic computer skills and navigating multiple software applications simultaneously.
- Ability to empathize with customers and provide patient, courteous service even in challenging situations.
- High school diploma or equivalent.
- Reliable high-speed internet connection and a conducive home-office setup.
- Strong time management and organizational skills to manage call queues and follow-ups effectively.
- Ability to work independently with minimal supervision and as part of a remote team.
- Demonstrated ability to maintain composure under pressure.
Preferred Qualifications
- Prior experience (6+ months) in a call center, customer service, or remote support role.
- Fluency in other local Zimbabwean languages (e.g., Shona, Ndebele) is highly advantageous.
- Familiarity with telecommunications products and services, including mobile money platforms.
- Experience using CRM software (e.g., Salesforce, Zendesk, or similar customer management systems).
- Post-secondary education or relevant certifications in customer service or information technology.
Perks & Benefits
- Competitive monthly salary paid in USD.
- Opportunity to work from the comfort of your home, reducing commute time and costs.
- Comprehensive training and continuous professional development programs to enhance your skills.
- Access to a supportive and collaborative remote team environment.
- Clear career growth opportunities within Zimbabwe's leading telecom company.
- Contribution to mobile data allowance to support remote work connectivity.
- Employee wellness programs and support services.
How to Apply
Ready to connect with a career that matters? We invite you to apply by clicking on the application link below. Please ensure your resume is updated and highlights your customer service experience, communication skills, and technical aptitude. We look forward to reviewing your application and potentially welcoming you to the Econet family!