Call Centre Agent


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The Malawi Revenue Authority (MRA), an organization entrusted with the assessment, collection and accounting for tax revenues for the Malawi Government, is inviting applications from suitably qualified and interested candidates to fill vacant position of Call Center Agent on temporary basis in the Corporate Affairs Division.

Job Title: Call Centre Agent
Duration: 1-year contract
Location: Head Office
Grade: E3
Organizational Unit: Corporate Affairs

Duties and Responsibilities

  • Make calls to taxpayers and assist them to register, file and make payments on the Msonkho Online Portal
  • Take incoming telephone calls from customers and/or deliver scripted or non-scripted message to customers via telephone during designated hours
  • Prepare reports for past week’s events, including call statistics
  • Disseminate company information, new projects. product information to taxpayers who call in
  • Respond appropriately to customer objections and questions
  • Route callers to appropriate department when required
  • Maintain a high level of service with customers and meet performance targets
  • Develop and maintain productive working relationship with team members
  • Promote and maintain a positive. professional image of MRA.

Attributes and Competencies

  • Basic knowledge of the Customs and Domestic taxes legislation
  • Ability to manage customer contact and call control effectively to ensure that customer’s needs are met whilst minimizing call duration
  • Ability to show initiative in responding to the customer requirements and taking measures to ensure that work is dealt with through to resolution
  • Knowledge of customer care practices and procedures
  • Strong communication, interpersonal and customer service skills
  • Application of good judgment and decision making
  • Ability to work efficiently both independently and as part of a team
  • Ability to work under pressure and cope with stress effectively
  • Ability to sit in a chair for extended periods of time

Education and Experience

Applicants should have the following qualifications and work experience

  • A Bachelor’s Degree n Journalism, Communications, Public Relations or Marketing is an advantage, though other degrees are acceptable. A professional qualification in marketing is added advantage
  • Two years of work experience in a busy Call Centre or Customer Service

Interested candidates should submit their application through MRA recruitment portal https://careers.mra.mw

Closing date for receiving applications is 24th December, 2021.

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