ZSIC Life Plc is a leading long-term life assurance Company wholly owned by the Industrial Development Corporation (IDC). The Company has a well spread branch network across Zambia, providing the market with flexible, reliable, and quality life assurance, pension and fund management services through innovation and a motivated workforce. In order to live up to this mandate and realise its vision of being the “Most preferred provider of exceptional insurance and pension services”, the company invites applications from suitably qualified, result oriented and self-motivated Zambian nationals to fill the following position:

CUSTOMER EXPERIENCE EXECUTIVE X 2 (6 MONTHS)

JOB PURPOSE

To interface with clients on different platforms as first contact to receive, process and resolve customer complaints to ensure continued customer positive experience.

KEY RESPONSIBILITIES (RESULT AREAS)

KRA 1 CUSTOMER INTERACTION

· Attend and respond to customer enquiries and resolve complaints via phone, email, live chat and

face to face.

· Guide customers on complaints handling procedure to ensure understanding.

· Provide information about ZSIC Life Products and Services and any other relevant information.

· Follow through with relevant departments to ensure resolution of complaints and communicated

back to the customer.

· Record all complaints and prepare monthly reports on their resolution.

· Reach out to customers for feedback on service experience.

KRA 2 COMPLAINT RESOLUTION

· Address customer complaints or concerns promptly and professionally.

· Collaborate with other departments to resolve complex or escalated issues.

· Process claims refunds according to company policy.

KRA 3 PRODUCT/SERVICE KNOWLEDGE

· Stay updated and keep the clients informed on the company's products, services, policies and

procedures.

· Ensure accurate information is communicated to customers.2

KRA 4 RECORD KEEPING

· Maintain detailed and accurate customer records, interactions, and feedback in the company’s

call centre system.

· Prepare and produce monthly reports on all received and resolved complaints.

· Recommend improvement on complaints handling.

MINIMUM QUALIFICATIONS AND EXPERIENCE

· Full Grade 12 School Certificate

· Bachelor of Arts in Public Relations, Journalism, Mass Communication, Marketing or

equivalent.

RECQUIRED SKILLS/ATTRIBUTES

· Excellent Communication: Strong verbal and written communication skills.

· Problem-Solving Abilities: Quick thinking and adaptability to resolve issues in a timely

manner.

· Patience and Empathy: Ability to handle difficult or frustrated customers with patience and

understanding.

· Attention to Detail: Ensuring accurate order processing and issue ticketing and tracking.

· Technical Proficiency: Familiarity with customer service software systems.

· Multitasking Ability: Managing multiple tasks and enquiries simultaneously while maintaining

service quality.

APPLICATION PROCEDURE

Interested candidates can send their application letters accompanied by Curriculum Vitae and certified

copies of academic qualifications to jobs@zsiclife.co.zm

Letters should be addressed to:

Head Human Capital & Administration

ZSIC Life Plc,

Insurance House,

Stand No. 4432 Cairo Road,

Box 30507,

LUSAKA.

The closing date for submission of applications is 14th March 2025 by close of business.

ZSIC Life Plc is an equal opportunity employer.