About Company
mCel, Moçambique Celular, is a leading telecommunications company committed to connecting people across Mozambique. For decades, we have been at the forefront of innovation, providing reliable mobile and data services that empower individuals and businesses. Our mission is to bridge distances and foster communication, contributing significantly to the social and economic development of the communities we serve. We pride ourselves on a strong customer-centric approach, striving to deliver excellent service and support. Joining mCel means becoming part of a dynamic team dedicated to making a tangible difference in the lives of Mozambicans.
Job Description
Are you passionate about helping people and eager to kickstart your career in customer service? mCel (Moçambique Celular) is looking for enthusiastic and dedicated Part-Time Call Center Support Agents to join our team in Lugela, Zambezia Province. In this crucial role, you will be the first point of contact for our valued customers, providing friendly and efficient support for their inquiries and concerns. This is an excellent opportunity for individuals who thrive in a fast-paced environment and are committed to delivering exceptional customer experiences.
As a Call Center Support Agent, you will play a vital role in upholding mCel’s reputation for reliable service. You will engage directly with customers, listening to their needs, diagnosing issues, and offering effective solutions related to our mobile and data services. This position requires a strong ability to communicate clearly, solve problems creatively, and maintain a positive attitude, even when faced with challenging situations. We are looking for someone who is not only a great listener but also a proactive problem-solver, capable of navigating our systems to find the right answers quickly and accurately. If you are looking for a part-time role that offers growth potential, comprehensive training, and the chance to contribute to a vital service in your community, we encourage you to apply.
Key Responsibilities
- Answer incoming customer calls professionally and courteously, addressing a variety of inquiries related to mCel products and services.
- Identify and resolve customer issues efficiently, accurately, and promptly, escalating complex problems to the appropriate department when necessary.
- Provide accurate information regarding billing, account details, service plans, technical support, and promotions.
- Maintain detailed and accurate records of customer interactions and transactions in the company's CRM system.
- Follow communication scripts when handling different topics and adhere to company policies and procedures.
- Strive to achieve first-call resolution for customer concerns, enhancing overall customer satisfaction.
- Collaborate with team members and other departments to ensure a seamless customer experience.
- Continuously learn about new products, services, and company updates to provide up-to-date information to customers.
Required Skills
- Excellent verbal communication skills in Portuguese (both written and spoken).
- Strong listening skills and ability to empathize with customer concerns.
- Basic computer literacy and ability to navigate multiple software applications simultaneously.
- Proven problem-solving abilities and a calm demeanor under pressure.
- Ability to work independently and as part of a team in a dynamic call center environment.
- Punctuality and reliability for scheduled part-time shifts.
Preferred Qualifications
- Previous experience in a customer service or call center role.
- Familiarity with telecommunications products and services.
- Knowledge of local languages prevalent in Zambezia Province is a plus.
- Ability to adapt to new technologies and processes quickly.
Perks & Benefits
- Comprehensive paid training on mCel products, services, and customer service best practices.
- Opportunity to work with a leading telecommunications provider in Mozambique.
- Supportive team environment focused on growth and professional development.
- Flexible part-time working hours.
- Potential for career advancement within mCel.
- Contribution to a vital service that connects communities.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your application highlights your customer service skills and availability for part-time work.