**Organization Name:** Collective Business Solutions
**Job Title:** Call Centre Agents
**Role Purpose:**
To be the first point of contact for clients’ customers. The ideal candidate should be someone who remains calm under pressure, listens actively, and takes ownership of problems from start to finish.
Job Summary
- Type: full-time
- Location: Harare
- Category: Customer Service
- Closing Date: 2026-05-08
Key Responsibilities
- Answer incoming customer calls promptly and professionally, addressing inquiries about products, services, billing, technical support, or general account issues.
- Make outbound calls when required (e.g., follow-ups, customer surveys, appointment reminders, or sales leads).
- Identify and assess customers’ needs, using questioning techniques to clarify and resolve issues efficiently.
- Provide accurate, valid, and complete information by using the right methods, tools, and company databases.
- Troubleshoot common technical or process-related problems and guide customers through step-by-step solutions.
- Process orders, returns, exchanges, cancellations, and payments in accordance with company policies.
- Log every customer interaction accurately in the CRM (Customer Relationship Management) system, including details of the inquiry, actions taken, and resolution.
- Meet personal and team targets for call handling metrics such as AHT, first-call resolution, customer satisfaction, and quality assurance scores.
- Stay up to date with new products, services, promotions, and policy changes through ongoing training and knowledge base updates.
- Follow all company communication scripts, guidelines, and data protection regulations when handling personal customer information.
Requirements
- High school diploma
- 6-12 months experience in a customer-facing role (entry-level candidates with strong communication skills may also be considered).
- Proficient with basic computer applications
- Typing speed of at least 35-40 words per minute with good accuracy.
- Previous experience using a CRM or helpdesk software (e.g., Salesforce, Zendesk, Freshdesk)
How to Apply
How to Apply: Submit your CV and a brief cover letter outlining your suitability for this role to t[email protected]
* Deadline: 8 May 2026
* Deadline: 8 May 2026
About the Company
Collective Business Solutions (Pvt) Ltd is a registered private company operating within Zimbabwe, providing comprehensive advisory and administrative services. Headquartered in Harare, the firm specialises in supporting local businesses across various sectors. Their core offerings encompass expert human resources and payroll administration, bespoke tax advisory services, and meticulous statutory compliance guidance. Additionally, Collective Business Solutions provides valuable business consultancy, assisting enterprises in navigating the dynamic operational and regulatory landscape of Zimbabwe. They are dedicated to fostering efficiency and sustainable growth for organisations through tailored professional support.
Empowering Zimbabwean businesses with expert HR, payroll, and advisory solutions.
Frequently Asked Questions
What qualifications are typically required for a Call Centre Agent role in Zimbabwe?
Most employers in Zimbabwe seek candidates with at least 5 O'Levels, including English and Mathematics, or a relevant certificate/diploma in a related field. Strong verbal communication skills, computer literacy, and the ability to work under pressure are also essential.
What are the common day-to-day responsibilities of a Call Centre Agent in Zimbabwe?
Agents typically handle incoming customer calls, addressing inquiries, resolving issues, and providing accurate information about products or services. This involves effective communication, diligent data entry, and adherence to company policies and service standards.
What is the typical work culture like for call centre agents in Zimbabwe, and what are the expectations?
Call centres in Zimbabwe often operate in a fast-paced, target-driven environment focused on customer satisfaction and efficiency. Employers expect punctuality, a professional demeanor, resilience, and a consistent ability to maintain a positive attitude under various circumstances.
What are the realistic career progression paths for a Call Centre Agent in Zimbabwe?
Successful agents can often advance to roles such as Team Leader, Quality Assurance Officer, Trainer, or even supervisory positions within the call centre. Some may also transition into other customer service or administrative departments, leveraging their acquired skills.
What kind of benefits (leave, medical aid, pension) can a Call Centre Agent expect in Zimbabwe?
Benefits typically include statutory entitlements like annual leave, sick leave, and maternity leave as per Zimbabwean labour laws. Some employers may offer contributions towards medical aid, NSSA pension, or other social security benefits, but these vary by company policy.
What should I focus on when applying for a Call Centre Agent role in Zimbabwe and what do employers look for?
When applying, emphasize your communication skills, problem-solving abilities, and any prior customer service experience in your CV and cover letter. Employers in Zimbabwe look for candidates who are articulate, empathetic, computer literate, and possess a strong work ethic during interviews and assessments.