About Company

EcoCash Holdings Zimbabwe Limited, formerly Cassava Smartech, is a diversified digital technology company leading the charge in driving Zimbabwe's digital and financial inclusion. As a subsidiary of Econet Wireless, we are at the forefront of innovation, offering an extensive ecosystem of digital solutions including mobile money (EcoCash), insuretech, clean mobility, e-commerce, and education platforms. Our mission is to transform lives through digital services, making everyday living easier, more efficient, and accessible for millions across Zimbabwe. We believe in empowering our people to deliver exceptional service and drive technological advancement, fostering a dynamic and collaborative work environment where innovation thrives.

Job Description

Are you a customer-centric individual with a knack for digital communication and a passion for problem-solving? EcoCash Holdings Zimbabwe Limited is seeking a dedicated and self-motivated Remote Live Chat Order Support Specialist to join our dynamic customer service team. This is a fantastic opportunity to work from the comfort of your home, offering flexible hours that adapt to your lifestyle while making a significant impact on our customers' experience.

In this vital role, you will be the first point of contact for our valued customers, primarily assisting them through live chat channels. You'll be responsible for handling a wide array of inquiries related to our diverse digital products and services, including mobile money transactions, e-commerce orders, product support, and general account management. Your primary goal will be to provide swift, accurate, and friendly support, ensuring every customer interaction is positive and resolves their concerns efficiently. You will navigate multiple systems simultaneously, diagnose issues, provide step-by-step guidance, and escalate complex problems to relevant departments when necessary, always maintaining a professional and empathetic demeanor.

This position is perfect for someone who excels in a fast-paced environment, possesses excellent written communication skills, and is adept at multitasking. As a remote specialist, you'll need to be highly organized and self-disciplined, managing your workflow effectively to meet performance targets. Join a company that is committed to driving digital transformation in Zimbabwe, offering you a chance to be part of a team that truly makes a difference in people's daily lives.

Key Responsibilities

• Provide exceptional live chat support to customers, addressing inquiries, resolving issues, and assisting with service-related requests.
• Process customer orders, transactions, and service activations accurately and efficiently.
• Diagnose and troubleshoot technical issues related to digital products and services, providing clear and concise solutions.
• Escalate complex customer issues to the appropriate internal teams for further investigation and resolution.
• Maintain a high level of customer satisfaction by delivering polite, professional, and empathetic service.
• Document all customer interactions and resolutions accurately in the CRM system.
• Stay up-to-date with product knowledge, service updates, and company policies to provide informed support.
• Contribute to a positive team environment, sharing knowledge and best practices with colleagues.
• Adhere strictly to data privacy and security protocols.
• Manage time effectively to handle multiple chat conversations concurrently while maintaining quality standards.

Required Skills

• Minimum of 1.5 years (18 months) experience in a customer service or call center environment.
• Demonstrated proficiency in live chat support platforms and CRM software.
• Excellent written communication skills with strong grammar, spelling, and punctuation.
• Strong problem-solving abilities and critical thinking skills.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using common office software (e.g., Microsoft Office Suite, Google Workspace).
• Reliable high-speed internet connection and a dedicated quiet workspace.
• Self-motivated, disciplined, and able to work independently with minimal supervision.

Preferred Qualifications

• Previous experience in tech support, e-commerce support, or financial services support.
• Familiarity with EcoCash Holdings products and services.
• A diploma or degree in Business Administration, Marketing, or a related field.
• Fluency in additional local languages (e.g., Shona, Ndebele) is an advantage.
• Experience working in a remote customer support role.

Perks & Benefits

• Competitive salary with opportunities for performance-based incentives.
• Flexible working hours to promote work-life balance.
• Opportunity to work remotely from anywhere in Chitungwiza.
• Comprehensive training and ongoing professional development opportunities.
• Be part of a leading digital services company in Zimbabwe.
• Access to innovative tools and technologies.
• Supportive and collaborative team culture.

How to Apply

Interested candidates are encouraged to click on the application link below to submit their CV and a cover letter detailing their relevant experience and why they are a great fit for this remote role at EcoCash Holdings. Please ensure your application highlights your experience in live chat support and your ability to work independently in a remote setting. We look forward to reviewing your application!