View more
2 days ago
The Contact Center Representative (CCR) provides first-level customer and IT support through telephone, email, chat, and other service channels. The position handles inquiries, triages and resolves basic technical issues, manages service requests and incidents, and routes calls to the appropriate personnel. The CCR also manages loanable IT equipment, provides basic user training, supports visitors and VIPs, maintains contact information, assists with mobile services and timekeeping, and participates in Diplomatic Technology initiatives as assigned. The position is supervised by the Infrastructure Tech Radio, Voice.
Job Summary
- Employer: United States Embassy
- Job Type: Full-time
- Location: Lilongwe, Malawi
- Category: Customer Service
- Closing Date: 2026-09-28
Key Responsibilities
- The Contact Center Representative (CCR) provides first-level customer and IT support through telephone, email, chat, and other service channels.
- The position handles inquiries, triages and resolves basic technical issues, manages service requests and incidents, and routes calls to the appropriate personnel.
- The CCR also manages loanable IT equipment, provides basic user training, supports visitors and VIPs, maintains contact information, assists with mobile services and timekeeping, and participates in Diplomatic Technology initiatives as assigned.
Requirements
- EXPERIENCE: Minimum of one (1)-year working experience in customer service or office administration.
- JOB KNOWLEDGE: Must possess basic understanding of IT concepts, including mobile devices, computer hardware and software, networking, and operating systems. Must have an understanding of the Mission and U.S. Government organizational structure, physical locations, relevant regulations and security policies, IT systems and applications, service desk processes, emergency call procedures, and ticket routing workflows.
- Education Requirements: Successful completion of at least two years of full-time post-secondary study at college or university.
- LANGUAGE: Level 4: Good Speaking, reading, and writing include the ability to translate English is required.
- Level 4: Good working knowledge, speaking, reading, and writing Chichewa required
- SKILLS AND ABILITIES: Proficiency in communication, typing, video conferencing, chat applications, and office productivity tools. Strong problem-solving and customer service skills, with the ability to support users with varying technical knowledge and cultural backgrounds. Ability to troubleshoot Tier 0/1 IT issues, research and explain technical solutions, provide user training, manage service tickets, and maintain accurate records. Ability to handle emergency calls professionally, follow security and privacy protocols, escalate unresolved issues appropriately, and work independently while balancing customer needs, resources, and security requirements. Ability to learn new systems, stay current with technology, and cross-train in backup responsibilities.
- All applicants under consideration will be required to pass medical and security certifications.
Salary
Not Specified
How to Apply
To apply, please visit: erajobs.state.gov
REF Code: LILONGWE-2026-008
About the Company
The 1998 United States embassy bombings were a series of terrorist attacks that occurred on August 7, 1998. More than 220 people were killed in two nearly simultaneous truck bomb explosions in two East African capital cities, one at the United States embassy in Dar es Salaam, Tanzania, and the other at the United States embassy in Nairobi, Kenya.
Website: https://www.united.com/ual/en/us/
Frequently Asked Questions
What qualifications or education do I need to become a Contact Center Representative at an embassy or international organization in Malawi?
Most employers require a minimum of a Malawi School Certificate of Education (MSCE) or equivalent, though a diploma or degree in business, communications, or IT is often preferred. Proficiency in English is essential, and additional language skills can be an advantage. Computer literacy and prior customer service experience strengthen your application.
What are the typical day-to-day responsibilities of a Contact Center Representative in Malawi?
You will handle inbound and outbound calls, respond to emails, and manage customer inquiries through various channels. Duties include logging interactions, resolving complaints, and escalating complex issues to supervisors. Accuracy and professionalism are critical when dealing with diverse callers.
How does workplace culture differ at international organizations compared to local Malawian companies?
International organizations typically emphasize punctuality, strict confidentiality protocols, and formal communication standards. Hierarchical structures are common, and employees are expected to adhere to detailed standard operating procedures. Dress codes are usually professional, and performance metrics are closely monitored.
What career progression opportunities exist for Contact Center Representatives in Malawi?
With experience, you can advance to team leader, supervisor, or quality assurance roles within the contact center. Some representatives transition to training, workforce management, or customer experience specialist positions. Further education and certifications in management or IT can open doors to operations or administrative roles.
What benefits should I expect as a full-time Contact Center Representative working for an embassy or large employer in Malawi?
Benefits typically include annual leave, sick leave, and medical insurance coverage, though specifics vary by employer. Pension or provident fund contributions are common in formal sector employment. Embassies and international organizations may offer additional perks such as training opportunities and competitive leave policies.
How do I apply for Contact Center Representative positions in Malawi, and what do employers prioritize?
Apply through official embassy websites, job portals like MyJobo, or reputable recruitment agencies operating in Lilongwe and Blantyre. Employers prioritize strong communication skills, reliability, and demonstrated customer service aptitude. Prepare a professional CV, practice English fluency, and be ready for scenario-based assessments during interviews.