Customer Service Executive

About the role

The Customer Service Executive will be the primary point of contact for existing and prospective customers in Malawi, promoting the company’s products and services while ensuring high levels of satisfaction. Reporting to the Head of Sales and Business Development, the role combines sales, support, and relationship management.

Key responsibilities

• Respond to customer inquiries and provide accurate information on products, pricing, and policies.
• Resolve complaints efficiently and process orders or transactions.
• Escalate complex issues to specialized internal teams such as Technical Support, Operations, or Billing.
• Engage at‑risk customers with personalized solutions to reduce churn.
• Secure new orders and upsell/cross‑sell to existing clients to meet individual targets.
• Demonstrate products and services, offering professional advice to match customer needs.
• Prepare clear written proposals and quotations and follow up to achieve closures.
• Build and maintain relationships with retail and corporate customers across the assigned territory.
• Conduct telephone calls, personal visits, and presentations to penetrate new markets.
• Research prospective customers and gather market intelligence.
• Provide management with reports on customer needs, competitive activity, and sales opportunities.

Required profile

• Strong customer‑focused mindset with a proven ability to handle inquiries and complaints.
• Excellent communication and interpersonal skills.
• Ability to work independently and meet sales targets.
• Organised and detail‑oriented with good reporting capabilities.

Required skills

What we offer

• Opportunity to work in a dynamic, international security services company.
• Exposure to both sales and customer service functions.
• Professional development and career growth within the organization.