CALL CENTRE REPRESENTATIVE

VACANCY ANNOUNCEMENT@ WORKFORCE RECRUITMENT SERVICES 

POSITION: CALL CENTRE REPRESENTATIVE 

LOCATION: BLANTYRE

OVERVIEW 

Workforce Recruitment Services is seeking to recruit on behalf of a client.

DUTIES AND RESPONSIBILITIES

To manage inbound and/or outbound customer interactions professionally and efficiently, ensuring high levels of customer satisfaction, accurate information dissemination, and resolution of inquiries or complaints in line with company standards and service level agreements (SLAs).

Key Responsibilities

1. Customer Interaction & Support

2. Sales & Lead Generation (If Applicable)

3. Promote products and services where required.

4. Achieve individual and team sales or call performance targets.

5. Identify upselling and cross-selling opportunities.

6. Documentation & Record Management.

7. Accurately capture customer interactions in the CRM system. 

8. Maintain detailed call logs and follow-up records.

9. Ensure data confidentiality and compliance with data protection policies.

10. Performance & Compliance

Meet key performance indicators (KPIs) including:

• Call handling time

• First-call resolution rate

• Customer satisfaction scores

• Conversion targets (where applicable)

• Adhere to company policies, and quality standards.

Qualifications & Experience

• Diploma in Business Administration, Marketing, Communication, or related field.

• Minimum 1–2 years’ experience in a call centre or customer service environment (preferred).

• Experience using CRM systems is an added advantage.

Skills & Competencies

• Excellent verbal communication skills.

• Strong listening and problem-solving abilities.

• Customer-focused mindset.

• Ability to work under pressure and manage high call volumes.

• Basic computer literacy (MS Office, CRM systems).

• Professional telephone etiquette.

Mode of Application

Suitable candidates are required to send their applications and CV’s to applications@workforcemw.net not later than 4th March 2026. 

Please note that only shortlisted candidates will be contacted