Customer Support

The gross salary range for people working in Malawi in Customer Support is typically from 184,624 MWK (minimum salary) to 535,166 MWK (highest average, actual maximum salary is higher).

This is the total monthly salary including bonuses. Salaries can vary drastically among different job positions. If you are interested in the salary of a particular job, please choose it from the list.

List of positions in the Customer Support category and their job descriptions

Call Center Supervisor

• Overseeing daily operations of the call center to ensure efficiency and effectiveness in service delivery.
• Supervising and training call center agents to enhance their performance and customer service skills.
• Monitoring call metrics and performance indicators to identify areas for improvement.
• Handling escalated customer inquiries and resolving complex issues in a timely manner.
• Developing and implementing policies and procedures to improve service quality and operational efficiency.
• Conducting regular performance evaluations and providing constructive feedback to team members.
• Ensuring compliance with company policies and industry regulations.
• Collaborating with other departments to address customer needs and improve service offerings.
• Preparing reports on call center performance, customer feedback, and team productivity.
• Fostering a positive work environment that encourages teamwork and employee engagement.
• Assisting in the recruitment and onboarding process of new call center staff.
• Staying informed about industry trends and best practices to enhance service delivery.

208,974 - 663,063 MWK

Call Operator

• Answering incoming calls and providing information about services to interested customers.
• Handling customer inquiries and resolving complaints related to services.
• Conducting outbound calls for service promotion and sales.
• Maintaining accurate records of customer interactions and transactions.
• Compiling and managing statistics on call volumes and service requests.
• Collaborating with team members to improve service delivery and customer satisfaction.
• Utilizing CRM software to track customer interactions and follow up on leads.
• Providing feedback to management regarding customer trends and service issues.
• Ensuring compliance with company policies and procedures during all customer interactions.
• Participating in training sessions to enhance product knowledge and customer service skills.

173,142 - 477,713 MWK

Customer Support Specialist

• Communication with the client - via telephone, e-mail, chat (also in a foreign language)
• Giving information
• Analysing and solving the needs and problems of the client
• Work with the internal system of the company

237,387 - 449,784 MWK

Customer service analyst

• Analyzing customer service data to identify trends, patterns, and areas for improvement.
• Monitoring and evaluating customer interactions to ensure quality and adherence to service standards.
• Collaborating with cross-functional teams to develop strategies that enhance customer satisfaction and loyalty.
• Preparing detailed reports and presentations on customer feedback and service performance metrics.
• Conducting root cause analysis for customer complaints and implementing corrective actions.
• Assisting in the development and implementation of customer service policies and procedures.
• Providing support and training to customer service representatives to improve service delivery.
• Utilizing customer relationship management (CRM) tools to track interactions and gather insights.
• Participating in customer service initiatives and projects aimed at improving overall service efficiency.
• Staying updated on industry trends and best practices to recommend innovative solutions for customer engagement.

235,444 - 437,464 MWK

Helpdesk Operator

• Connecting telephone calls.
• Operating telephone and fax lines.
• Providing information about the services of the company over the telephone.
• Providing technical support and solving specific customer problems over the telephone or online.
• Handling claims and special requirements from customers.
• Keeping records on customer requirements and claims of provided services.

229,691 - 429,720 MWK

Technical Support Specialist

• Providing users with technical support in the area of hardware and/or software.
• Identifying and solving problems.
• Keeping necessary records, recording information on incidents and their solutions.
• Keeping to deadlines and ensuring efficient solutions to incidents.
• Participating in the implementation of projects.
• Communication with customers.

227,709 - 608,545 MWK

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