Background information about the job or company (e.g., role context, company overview)

Luapula Water Supply and Sanitation Company Limited (LpWSC) is a Commercial Water Utility Company which was incorporated under the Companies Act (Cap 388 of the Laws of Zambia) as a limited liability company (by shares) in December 2008. LpWSC was specifically established to provide water supply and sanitation services to all the people in all the Areas of Luapula Province (Urban and Rural areas). Operations of the Company begun in 2009 and the Company is currently operating in Six (6) out of the Twelve (12) districts of the province, namely: Mansa, Samfya, Kawambwa, Mwense, Nchelenge and Chienge districts.

LpWSC now seeks to recruit high profile, self-motivated, innovative, honest, committed, adequately and appropriately experienced, dynamic, and skilled individuals to fill the following vacant positions.

Purpose of the job

Reporting to the Complaints Management Officer, the Call Centre Agent will be responsible for answering incoming calls from customers, responding to inquiries, managing complaints, troubleshooting significant customer service problems, and providing general information.

Qualifications or requirements (e.g., education, skills)

• Grade (12) Certificate with five O levels including English and Mathematics
• Certificate in Public Relations/Marketing/Journalism/Mass Communication or related field
• Qualifications must be verified by the Zambia Qualification Authority

Experience needed

• Minimum one-year experience in a similar role

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Luapula Water Supply and Sanitation Company Limited (LpWSC) is an Equal Opportunity Employer and does not discriminate in its selection and recruitment practices on the basis of race, tribe, colour, religion, gender, political affiliation, marital status, disability, membership in an employee organization, or other non-merit factors.

Responsibilities

• Answer incoming calls and resolve customer complaints
• Provide product and service information to customers
• Document all call information according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Complete call logs and reports

Skills

Qualifications

• Grade (12) Certificate with five O levels including English and Mathematics
• Certificate in Public Relations/Marketing/Journalism/Mass Communication or related field
• Qualifications must be verified by the Zambia Qualification Authority

How to Apply

Job application procedure
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Interested candidates meeting the above requirements should submit their applications attaching their cover letter, curriculum vitae, copies of certified academic and professional qualifications and ZAQA verification/evaluation certificates in a single PDF document as well as the Contact details (address/telephone/mail) of Three (3) traceable referees by either hardcopy or online

Applications should be addressed and sent to:

The Managing Director

Luapula Water Supply and Sanitation Company Limited

Plot 106, Chitimukulu Road, Low Density

P. O. Box 710594

MANSA