We have five highly complementary departments all focussed towards the delivery of superior service to our customers. These departments are: 1. The Sales and Marketing Department
We not only champion but guarantee customer satisfaction. Our dream and inspiration are drawn from our strategic vision.".. to be the most preferred cellular service provider in Zimbabwe and the SADC region". We continue building on our solid reputation for unmatched customer service levels and standards. Our personalised approach, as enshrined at the core of our service delivery value chain, is possibly beyond replication. Our principal focus is on customer needs and wants given the nature of our operation- service. Consequently our products and services always conform to the requirements of our customers-quality. Our current rollout programme is taking us even more closer to our customers. The grand plan dictates the opening up Customer Service centres in all the provincial capitals of Zimbabwe. Following up on the existing branch network, we have just recently openned up Victoria Falls. Advance plans are now in place to open up Nyanyadzi before the end of year 2009 This bolstered by our one stop shop concept, we believe will bring not only customer convenience, but satisfaction as well throughout Zimbabwe.
Contact us 011 622853 , 011 602967 , 011 622865. 2. Customer Care
For Zellco to be the most preferred cellular service provider the company undertakes to meet the client's needs by delivering unmatched quality service, through innovative and highly motivated staff. We continue training of our personnel and conducting customer service surveys. Our customers are important to us. The customer care department handles the following queries and services - Replacements of SIM cards
- Itemised bill queries
- Change of address
- International dialing activation
- New line activations
- Line transfers
- Barring and unbarring of stolen or lost lines
- PIN and PUK requests
- Line termination
- Short Message Service (SMS)
- Change of Tariff
Helpdesk
In our thrust to continually improve our service delivery to our clients we have introduced a helpdesk and query management system. The system is designed to benefit customers through efficient query logging, tracking and management. Customers query management is centralized through the helpdesk. Whether the client calls, walks into our offices, sends an email or writes to us the query is logged into the system and resolved within defined standard turnaround times consistent with our customer requirements.. Customer Login
Our Customers can now access their account and mobile balances though the log-in section of this website. 3. The Finance and Administration Department
CASHIERS
Settlement of your monthly bills can be handled through our efficient cashiers as they offer very minimum waiting time to calling customers as all transactions are computerised and your account is updated instantly . PURCHASES
Suppliers of goods and services to Zellco Cellular are issued with an official purchase order at the quoted price and payment is effected through COD or well within the agreed credit terms and period . HUMAN RECSOURCES
Zellco offers extensive staff opportunities, advancement, development and training both inhouse and with outside relevant training organisations . 4. The Credit Control Department
Below are the services on offer from the credit control Department: Account application - Copies of national identification card, current pay slip,current applicant proof of residence, copy guarantor I.D card and proof of residence must be attached to the form for an account application.
- All relevant sections must be fully completed, giving full names, physical addresses and contact telephone numbers of all referees.
- The application form is subject to our vetting and we reserve the right not to give reasons on all rejected application forms
Bills and Statements - Every month we send invoices showing actual usage for every cell number and a statement, which shows all the outstanding invoices and the account balance all via our E-Billing service.
- We no longer do hard copy bills as bills are now only via e-mail and the short message service(sms). We encourage our customers to open up and receive bills via our now popular E-billing service.
Account balance inquiry - Customers can now access their mobile and account balances sending a text message "MOB or BAL)to 011 611 278 for mobile and account balances respectively.Depending on network conditions that time, the balance will be transmitted onto the customer mobile within minutes of each request.
Methods of account payments - Accounts can be paid in cash, cheques and direct deposits into our bank. Bank details can be obtained from our credit control department and cashiers.
- Direct depositing money into our bank account would require you to fax the deposit slip to one of our branches, Quoting the relevant account number or cell number to be credited.
- Cash and cheques can be directed to our offices in Harare, Bulawayo, Mutare, Masvingo and Gweru. Our bills are now due and payable within fourty eight hours of receipt of such bills. Customers are also requested to prepay through paying double their current bill.
Suspensions - All overdue accounts are suspended without notice followed by legal collections. We do not encourage suspension of lines because of the cost and time required to reconnect the line.
Liability to third parties - Zellco Cellular will not entertain any requests from third parties regarding our customers.
- Itemised bills will only be given to the account holder upon production of an identification card and a written request.
5. The Information Technology Department The I.T department at Zellco Cellular is the strategic department that supports the company's operations at all levels. It produces information within the organization, which helps in the decision-making, policy formulation framework, customer liaison and day-to-day transaction processing. User support functions of the I.T Department.
Zellco Cellular is highly automated such that almost every employee uses a computer. There are four main systems that are used by the company namely, Accounting, Banking, Billing and Helpdesk. The systems have helped the company to become the most preferred service provider because of the high, level service standards that have been set. The department is responsible for all the technical support related to the company's wide area network that link all the sites to the head office in Harare. There is even a dedicated link between Zellco Cellular and the network operator, NetOne, which is used to down load call data records (CDRs) for billing purposes. User Training
The I.T team is responsible for user training on new and existing applications software to all members of staff. This has helped the company to have a very good complement of staff that is computer literate. The department identifies and recommends computer courses that are run by different vendors to the respective managers on a regular basis. Development of new systems
The department initiates the automation of all company processes and has adequate skills to develop and enhance the applications. The skills base of the department has enabled it to develop the banking and billing systems, the wide area network and the website. Recent developments are the provision of invoices and statements by e-mail.
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