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JOB SUMMARY
To drive acquisition, activation and retention of Zamtel Fixed Services, including home broadband/FTTx, fixed wireless where applicable through direct selling and partner channels within an assigned territory, ensuring an excellent customer experience from lead generation to after-sales support.
PURPOSE OF JOB (RESPONSIBILITIES)
KEY RESULTS AREAS (ACCOUNTABILITIES)
- TERRITORY & ROUTE PLANNING
- Map and maintain a territory plan for residential and commercial properties within network coverage.
- Plan and execute daily/weekly routes for direct selling and partner/agent activity to maximise productive engagements.
- Maintain accurate territory and lead records to support follow-up and conversion.
- CUSTOMER ACQUISITION & SALES
EXECUTION
- Conduct door-to-door, field and event-based selling to generate leads, explain offerings and close sales.
- Qualify prospects, capture accurate customer information, and submit complete documentation for provisioning.
- Upsell/cross-sell bundles, devices and value added services within policy and approved offers.
- Regularly interact with customers to ensure on-going post-installation technical support and resolution of billing and other issues.
- Escalate issue resolution to ensure fixed products or services continue to meet customer expectations.
- Ensure Customers timely meet their payment obligations.
- CHANNEL PARTNER & DIRECT SALES
AGENT ENABLEMENT
- Recruit, onboard and support partners/direct sales agents as assigned; ensure compliance with onboarding standards.
- Coach partners/agents on product knowledge, selling skills, territory focus and daily activity discipline.
- Monitor performance and recommend improvements in placement, incentives and route discipline.
- PROVISIONING AND CUSTOMER
EXPERIENCE
- Coordinate with Sales Support, Technical, Supply Chain and IS teams to ensure timely provisioning and activation.
- Follow up installations and resolve first-line post-installation issues; escalate appropriately.
- Educate customers on product usage (bundles/top-up where applicable, password changes, device reset) to improve adoption.
- Ensure availability, custody and accountability for assigned stock (CPE devices, SIMs, marketing materials).
- Support reconciliations and timely reporting of variances and replenishment needs.
- COLLECTIONS SUPPORT AND
REPORTING
- Promote payment compliance by advising customers on billing cycles and payment channels.
- Support follow-up for overdue accounts in collaboration with Credit/Finance teams, in line with policy.
- Prepare and submit daily/weekly/monthly sales activity and performance reports.3
- Maintain accurate physical and electronic customer documentation in line with records and data privacy standards.
- Provide information required for territory performance analysis and continuous improvement.
QUALIFICATIONS & EXPERIENCE
ATTRIBUTES AND SKILLS
- Grade 12 School Certificate
- A degree in Business Administration or a related field
- At least 3 years of sales and marketing experience, preferably in the telecommunications / FMCG industry
- ZIM or any relevant professional body
ATTRIBUTES
- Customer focus and professionalism
- Integrity, accountability and reliability
- Self-driven, results-oriented and resilient
- Team player with strong interpersonal skills
- Attention to detail (documentation and compliance)
SKILLS
- Selling, negotiation and objection handling
- Planning, route discipline and time management
- Lead management and conversion tracking
- Basic sales reporting and data accuracy
- Stakeholder coordination (Sales Support/Technical/Supply Chain/IS)
- Customer education, after-sales support and escalation management
Reports are reviewed manually. No action is taken automatically.
