Call Centre Agent – Chichewa Speaking

About the Role

We are looking for two enthusiastic and customer-focused Chichewa-speaking Call Centre Agents to join our growing Customer Service team.

As the first point of contact for customers, you will be responsible for providing professional, efficient and friendly support in both Chichewa and English. You will assist customers with enquiries, resolve issues and ensure every interaction reflects our commitment to excellent service.

Key Responsibilities

• Handle inbound and outbound customer interactions through telephone, email, live chat and other designated channels.
• Respond to customer enquiries in Chichewa and English, providing accurate and timely assistance.
• Resolve customer complaints and escalate complex matters when necessary.
• Assist customers with account-related enquiries, product information and service requests.
• Maintain accurate customer records and document interactions in the relevant systems.
• Follow company procedures, quality standards and service-level expectations.
• Meet individual and team performance targets, including response times, resolution rates and customer satisfaction.
• Handle customer information with professionalism and confidentiality.
• Collaborate with colleagues and other departments to resolve customer issues efficiently.

Candidate Requirements

Essential

• Matric Certificate / NQF Level 4 or equivalent.
• Minimum 6 months of customer service experience, preferably in a call centre, BPO, hospitality, retail, banking or similar environment.
• Fluency in Chichewa and English, both spoken and written.
• Good computer literacy, including Microsoft Word, Excel and Outlook.
• Minimum typing speed of 25 words per minute.
• Strong communication, active listening and problem-solving skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Strong attention to detail and customer-focused attitude.
• Willingness to work full-time from the office and accommodate shift-based schedules where required.

Advantageous

• Previous experience in a multilingual BPO or call centre environment.
• Familiarity with CRM systems or customer support platforms.
• Exposure to online gaming or iGaming customer support.