About Company
Econet Wireless Zimbabwe is a leading telecommunications company in Zimbabwe, committed to providing innovative and reliable communication solutions to millions of customers. Established in 1998, we have grown to become a cornerstone of the nation’s digital infrastructure, offering mobile voice, data, and value-added services across urban and rural areas. At Econet, we believe in connecting people and empowering communities through technology. Our culture is built on innovation, integrity, and a relentless focus on customer satisfaction. We are passionate about creating a positive impact, fostering a dynamic work environment where talent thrives, and supporting our employees in achieving their professional goals. Join us as we continue to shape the future of telecommunications in Zimbabwe.
Job Description
Are you a customer service enthusiast with exceptional communication skills, looking for a flexible remote opportunity? Econet Wireless Zimbabwe is seeking a dedicated and empathetic Remote Live Chat & Order Support Specialist to join our dynamic customer experience team. This crucial role involves providing top-tier support to our valued customers through live chat channels, assisting with inquiries, resolving issues, and ensuring a smooth order placement and fulfillment process. As a remote specialist based in Filabusi, Matabeleland South Province, you will be an integral part of our mission to deliver unparalleled service, all from the comfort of your home. We understand the importance of work-life balance, which is why this position offers flexible hours, allowing you to manage your schedule effectively while contributing significantly to our customer satisfaction goals. You will handle a variety of customer interactions, from technical support questions and billing inquiries to guiding users through product selection and managing their service orders. We are looking for individuals who are not just problem-solvers but also proactive communicators who can anticipate customer needs and provide efficient, friendly, and accurate support. If you thrive in a fast-paced environment, possess excellent typing skills, and have a genuine desire to help others, this is the perfect opportunity to grow your career with a leading telecommunications provider. This role demands a high degree of independence, strong organizational skills, and a commitment to maintaining our service standards remotely.
Key Responsibilities
- Engage with customers via live chat to provide timely and accurate support for various inquiries.
- Assist customers with product information, service activation, and troubleshooting common issues.
- Process customer orders, update account information, and manage service changes efficiently.
- Document all customer interactions, issues, and resolutions accurately in our CRM system.
- Escalate complex technical or service issues to the appropriate internal teams for advanced resolution.
- Maintain a high level of product and service knowledge to effectively address customer needs.
- Adhere to company policies, procedures, and service level agreements (SLAs) for chat response and resolution times.
- Collaborate with team members and supervisors to continuously improve customer experience and support processes.
- Provide feedback on recurring customer issues or pain points to relevant departments for product/service improvement.
Required Skills
- Excellent written communication skills in English, with strong grammar and spelling.
- Proficiency in typing with accuracy and speed.
- Strong problem-solving and critical-thinking abilities.
- Empathy and a customer-centric approach to service delivery.
- Ability to work independently and manage time effectively in a remote setting.
- Proficiency with computers and experience using various software applications.
- Reliable internet connection and a conducive home office environment.
- Self-motivated with excellent organizational skills.
Preferred Qualifications
- At least 1 year of experience in a customer service, call center, or live chat support role.
- Familiarity with CRM software and ticketing systems.
- Basic understanding of telecommunications products and services.
- Ability to communicate in local indigenous languages (e.g., Ndebele, Shona) is an advantage.
Perks & Benefits
- Competitive salary package.
- Flexible working hours to promote work-life balance.
- Opportunity to work remotely from the comfort of your home.
- Comprehensive training and onboarding program.
- Opportunities for professional growth and career development within a leading company.
- Supportive and collaborative team environment.
- Access to the latest tools and technologies for remote work.
How to Apply
Interested candidates are invited to apply by clicking on the application link below. Please ensure your CV is up-to-date and highlights your relevant experience and skills for this role. We look forward to reviewing your application!