Contact Center Agent – Outbound Sales & Customer Service

About the role

We are looking for a dynamic Contact Center Agent to join CBZ Holdings’ Contact Centre Department. The role focuses on outbound sales campaigns, handling customer inquiries and delivering high‑quality service across multiple channels.

Key responsibilities

• Conduct outbound sales calls and identify up‑selling and cross‑selling opportunities from existing databases.
• Manage inbound customer inquiries, complaints and support requests with professionalism and accuracy.
• Document call details, update customer records and follow up to ensure issue resolution.
• Promote additional products and services, capture feedback and relay trends to supervisors.
• Escalate complex cases to senior staff and collaborate with team members to meet performance targets.
• Maintain an organized database of contacts and regularly report on risks related to marketing and customer engagement.

Required profile

• Minimum 5 GCSE/ZIMSEC Ordinary Levels including Mathematics and English (Grade B or higher).
• At least 2 years of experience in a marketing, call centre or customer service environment.
• Certification such as Certified Customer Service Professional (CCSP) or Call Centre Professional (CCP) is desirable.
• Strong written and verbal communication skills and a customer‑focused attitude.

Required skills

• Proficiency with call‑centre platforms such as Zendesk, Freshdesk or Five9.
• Experience using email platforms for coordination.
• Ability to navigate call routing, ticketing and reporting features.