Category Archives: Customer Service Jobs in Zambia

Customer & Sales Assistant at Ghemes enterprise

Ghemes enterprise is a registered Zambian company that Specializes in interior construction exclusively dealing with fitted kitchen units, bedroom wardrobes etc.Over the years the company has grown tremendously with reviews of great sales & service Countrywide.

Ghemes Enterprises is looking for Sales Assistants for its workshop in light industrial area behind lumumba bus station.

JOB DESCRIPTION:

PERSONAL SKILLS REQUIRED:

QUALIFICATIONS:

* Must know how to use MS excel

If you meet the qualifications and are the right candidate for this job, drop your application at our showroom 12 mulalika road light industrial area next to wounderful ceiling.

Or email us ghemesinterior@outlook.com

To apply for this job email your details to ghemesinterior@outlook.com

Important Note: Offers of employment or job openings with requests for payment or fees should be treated with extreme caution, viewed as potentially fraudulent and reported immediately.

Customer Service Officers x3 at Reputable Company

Job Description

Job Requirements

To apply for this job email your details to

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Customer Service Representative at Yalelo Limited

Welcome to Jobweb Zambia. This website helps you to achieve your career dream by linking you to vacancies from Top Companies in Zambia. Job Seekers are also exposed to best articles for career growth and development. Click here to subscribe for job alerts We strongly advise graduates not to pay money before getting a Job. Report fraudulent jobs to security@zambia.jobsportal-career.com

Yalelo is seeking a highly motivated, energetic, and hard-working individual to work as a Customer Service Representative.

This Position is open to Zambians only.

Location: This position is primarily based in Lusaka

Are you an A-player, highly motivated, energetic, and hard-working individual, with a passion for customer service? Then you are what we are looking for to fill this role.

The Right-Fit candidate will:

  • Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs.
  • Contribute to team effort by accomplishing related results as needed.
  • Manage large amounts of incoming calls.
  • Generate sales leads.
  • Build sustainable relationships of trust through open and interactive communication.
  • Provide accurate, valid and complete information by using the right methods/tools.
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
  • Go the extra mile to engage customers.
  • Resolve customer complaints via phone, email, mail or social media.
  • Greet customers warmly and ascertain problem or reason for calling.
  • Advise on company information.
  • Place or cancel orders and attempt to persuade customers to reconsider cancellations.

The Essentials:

  • Proven customer support experience.
  • Track record of over-achieving quota.
  • Strong phone contact handling skills and active listening.
  • Familiar with CRM systems and practices.
  • Customer orientation and ability to adapt/respond to different types of characters.
  • Excellent communication and presentation skills.
  • Ability to multi-task, prioritize and manage time effectively.
  • University degree in Business Studies or equivalent.

If this is YOU, Yalelo wants to hear from you today!!!

This is a full-time position and the successful candidate must be available to work weekdays and weekends.

How to Apply

Submit your CV and Application on Company Website : Click Here

Closing Date : 4th May, 2020

Communications Officer x1 & Social Behavioral Change Communications Officer at Medici Land Governance

Welcome to Jobweb Zambia. This website helps you to achieve your career dream by linking you to vacancies from Top Companies in Zambia. Job Seekers are also exposed to best articles for career growth and development. Click here to subscribe for job alerts We strongly advise graduates not to pay money before getting a Job. Report fraudulent jobs to security@zambia.jobsportal-career.com

Who We Are:

Leaders in building quality products to help individuals secure property rights and governments to manage land titling, administration and revenue collection.
Medici Land Governance (MLG) provides user-friendly low cost land titling and administration systems. Our company, MLG, is a part of Medici Ventures, a subsidiary of Overstock devoted to advancing blockchain based technology solutions.

Our Mission:

Without clear property ownership, developing economies cannot compete effectively in the global economy. As a public benefit corporation, Medici Land Governance pledges to promote economic development and full financial inclusion by helping individuals in developing countries to establish formal ownership of their homes and land.

What we do

Land governance stands on the edge of a revolution in efficiency, transparency and accountability. MLG uses blockchain and other technologies (such as machine learning, cryptographic and reporting systems, verifiable claims, etc) to support land governance, titling and administration with a secure public record of land ownership. Land records stored on the blockchain make land owenership transparent, secure, verifiable, and recognizable by local and global economies.

1. 1 x COMMUNICATION OFFICER

After successfully conducting a land titling pilot project in Lusaka, Zambia, MLG has engaged with the Lusaka City Council to lead its titling operations. The Communications Officer will support MLG’s efforts in Zambia, expanding upon MLG’s earlier titling project. The candidate will report directly to the PR and Communications Specialist.

What you will do:

  • Produce a monthly internal newsletter to update staff on latest developments in the company including sensitization, community updates and other PR-related objectives.
  • Gather and organize stories and testimonials in a consistent format to demonstrate MLG’s impact on individual land owners, their families and communities at large.
  • Establish and promote interactive learning and inspirational topics for community radio and TV groups.
  • Identify opportunities to bring awareness to and promote MLG’s work and events in communities.
  • Take part in promotion and communications activities, including preparing, organizing and conducting public events.
  • Ensure radio and TV programs are produced in line with MLG communication strategy.
  • Follow MLG best practices with transparency and candor.
  • Generate content and write success stories to share on social media, website and other media channels including TV and Radio.
  • Be a thought leader with fresh ideas, perspective and creative ways to grow MLG’s presence in Lusaka.
  • Take photographs in the field for marketing and promotional use.

What you should have:

  • Degree/Diploma in Journalism/Mass Communication
  • At least two years’ experience for Degree holder and five years’ experience for Diploma holder.
  • Ability to identify and communicate relevant information to target audience in a professional manner.
  • Excellent writing and oral reporting skills in English, with the ability to communicate credibly, clearly and effectively.
  • Proven skills and experience in writing press releases, strong written, editing and proof-reading skills.
  • Strong script writing skills for both TV/FILM and Radio productions.
  • Strong understanding of both the operations of the media and its audience in Zambia and globally.
  • Experience in events management and community surveying is a plus.
  • Excellent interpersonal and presentation skills.
  • Demonstrated high level of computer skills including MS Office suite with emphasis on publisher and PowerPoint, social media platforms, digital communications.

2. 1 x SOCIAL BEHAVIORAL CHANGE COMMUNICATIONS OFFICER

The Social Behavioral Change (SBC)Communications Officer will support MLG’s efforts in Zambia, expanding upon MLG’s earlier titling project. The candidate will report directly to the PR and Communications Specialist.

What you will do:

  • Closely liaise with the communications teams at the Lusaka City Council and the Ministry of Lands and Natural Resources to ensure synergies to optimize results.
  • In-house development and adaption of SBC multimedia and materials, including print, audio, video, digital, radio, cell phone technologies and social media.
  • Work with the Social Development Officer to understand the need to communicate with vulnerable and special groups.
  • Provide SBC technical and program support and guidance to MLG’s program, including designing and delivering trainings on SBC, presenting at workshops, etc.
  • Integrate with and provide ongoing support to the MLG communication team.

What you should have:

  • Degree/Diploma in Journalism, Mass Communication, Behavioral Sciences or Social Sciences.
  • At least three years’ experience for Degree holder and five years’ experience for Diploma holder, in SBC Program implementation, content development and material design.
  • Familiarity with a variety of SBC media formats.
  • Prior experience working in SBC programming in the areas of land rights, gender, Local Government or civil society is an added advantage.
  • Creative, professional, industrious and able to work collaboratively with colleagues.
  • Demonstrated high level of computer skills including MS Office suite with emphasis on publisher and PowerPoint, social media platforms, digital communications.

How to Apply

If you meet the above criteria, email your application letter and curriculum vitae to the Operations Manager on hr@mlgzambia.com

Please note, only shortlisted candidates will be contacted. If you do not hear from us within 30 days of your application, please consider your application unsuccessful.

Closing Date :  25th February 2020.

Call Center Agent x5 at Corporate & Commercial Lawyers

One of Zambia’s leading professional services firm which is establishing a debt recovery services for its local and multinational client base.

PURPOSE

Telephonic communication with client base to support recovery of debts to clients.

EXPERIENCE & QUALIFICATIONS

  • Degree or Diploma
  • 1 year related experience

ADDITIONAL REQUIREMENTS

  • 1 to 2 years
  • Grade 12 Certificate
  • Computer literacy
  • Persuasiveness/selling skills
  • Previous experience as call centre agent in accounts receivables will be an added advantage.

RESPONSIBILITIES

  • Deliver exceptional service proactive, innovative and appropriate debt recovery solutions.
  • Resolve all debtors queries efficiently, and within agreed timelines.
    Achieve relevant service targets.
  • Ensure all communications with debtors are professional. Ensure client follow up deadlines are met and consultant keeps the client continually in the loop.
  • Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
    Ensure efficiency of service productivity and performance in Call Centre.
    Ensure that all issues or feedback arising out of debtor contact be accurately recorded on the CRM system.
  • Report on required Call Centre activities and deliveries to improve business results.
  • Manage own development to increase competencies.

How to Apply

To apply for this job email your details to cco@cco.co.zm

Call Center Representative x3 at SupaMoto

Emerging Cooking Solutions (Zambia) Limited, trading as “SupaMoto”, is a Zambian/Swedish joint venture, introducing clean burning modern cook-stoves, renewable cooking fuel pellets made from waste biomass and solar home systems. Our locally produced pellets are cheaper than charcoal and the cooking solution performs similar to a gas stove. Our solar home systems have a built in Pay as You Go (PAYGO)-mechanism and almost all payments for our products are made through Mobile Money. Our company has over 50 staff and is growing rapidly since our solution is unique and we are one of the first movers on a virgin market for renewable home energy. The positive environmental, socio-economic and macro-level impact of our solutions is immense. We truly have a solution for the dilemma of rapid deforestation and disproportionately high cooking fuel costs for low-income people.

Job Title: Call Centre Representative (3 Positions)

Location: Lusaka

Responsibilities:

Answering and making calls to clients to address their needs, complaints, or other issues with SupaMoto products.
Educating clients on the use of SupaMoto products and payment methods.
Managing relationships with clients and other call center team members
Resolving queries from SupaMoto customers, sales representatives, agents and escalating unresolved problems.

Basic Qualifications:

Minimum of a Diploma in any related field

Languages:

How to Apply

Fluent in three or more of the following; Tumbuka, Bemba, Tonga and Lozi. Any other local language will be an added advantage. Languages MUST be stated in the applicants CV.

Person:

Customer Focus Data Entry Skills Multi-tasking Attention to detail Flexible

To apply for this job email your details to recruitment@supamoto.co.zm

Customer Service Agent at SPENN Zambia Limited

Job Title Customer Service Agent
Reports to Customer Service Team Lead
Location Zambia

About SPENN

SPENN is a global Mobile Banking App developed by Blockbonds AS, a Norwegian Fintech company. Through the SPENN app, everyone can access services such as; payments to anyone, anywhere, shop in local stores, e-commerce, saving money and investment capabilities secure, instantly and free. The SPENN app is completely free to download and use. We believe that everyone should have equal access to banking services. If you share our values, we would love to have you on board our team, and commonly work towards success for our brand!

SPENN is a global mobile Banking App with a vision to give banking access to everyone, regardless of demographical, sociocultural and geographical factors. SPENN currently has a presence in 4 markets in Asia and Africa. We use our own payment solution to pay for all costs within the company.

Position Overview

We are looking for someone capable of taking responsibility of all customer service related issues throughout Zambia market. The role addresses customer’s inquiries, issues and concerns through email, chat, social media and even phone.

As the customer support agent (CSA), you must possess good team player skills. We expect a high quality of work, and need someone to take the responsibility that comes with this role. As the CSA, you will be a part of an amazing global Customer Service Team who strives to offer first-rate service to our customer’s and where ideas can be shared and improvements can be made.

Duties & Responsibilities

  • Resolve service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution timely
  • Prepare reports and recommend potential services to management by collecting customer information and analysing customer needs
  • Take part in Customer activation/ conversion and retention projects
  • Manually processing customer’s KYC requests based on the set procedures.
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers
  • Communicating and coordinating with colleagues as necessary.
  • Field support and related tasks
  • Other tasks as assigned.

Skills & Qualifications

  • Minimum 2 years of experience in Customer Support or equivalent
  • Excellent verbal and written communication skills
  • Degree in communication/ commerce/ business or equivalent
  • Understand and can manage CRM systems
  • Able to type quickly and accurately
  • Willingness to work a flexible schedule in a start-up environment
  • Able to work independently while being a team player
  • Punctual, reliable and with genuine concern to help customers
  • Proficient in computer use

Company Perks & Benefits

  • Mandatory government payments
  • Paid leaves
  • Sufficient equipment
  • Great work environment
  • Working for a socially good cause
  • Growth in global tasks and responsibilities

How to Apply

Please send your resume and cover letter to:

Caroline Kirimi, Customer Service Lead –EAC – caroline@spenn.com

Customer Service Executive at Reprographix

Responsibilities:

  • Play an active role to support Salespersons in projects such as industrial printing, publishing, premium gifts, events and exhibition.
  • Create Job Sheet, arrange colour proofs and mock-up, ensure timely and accurate follow-up to customers’ requests, and liaise with customers on finished artwork and production schedule.
  • Actively monitor work in progress, coordinate internally with planning department for press & finishing material requirements and logistics department for distribution of finished goods.
  • Follow through the assigned the projects / job orders to have them executed and delivered according to customers’ requirements.
  • Monitor quality on finished goods and service and collect feedback if necessary.
  • Deliver service excellence, and continuously enhance customer satisfaction and provide consistent quality service.
  • Diligently handle paperwork such as sample filing and purging of old jobs.
  • This job is based in the office and may occasionally require the incumbent to meet clients together with salesperson at clients’ office to discuss about project requirements.
  • Debt collection
  • Telemarketing

Requirements:

  • Minimum Diploma in Sales and Marketing or Degree in relevant field.
  • Proven work experience in Customer Service
  • Proficiency with MS Office Suite, particularly MS Excel
  • In-depth understanding of customer service practices
  • Able to work in a fast-paced environment with short deadlines.
  • Excellent communication skills
  • Analytical and multitasking skills
  • Teamwork and motivational skills

How to Apply

Send C.V and cover letter to recruitment@repro.co.zm

Customer Care Executive at ISON Xperiences – Job Ref: 87

DUTIES & RESPONSIBILITIES:

  • Build rapport with customers by handling each and every customer call in a courteous; and professional manner,
  • Ensures consistently imparts the correct product and services information during each call.
  • Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service
  • Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.
  • Accurately tags each call as per defined tagging list/CRM tagging list.
  • Ensure that the quality of each call is in compliance with predefined quality parameters.
  • Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader.
  • Utilises the relevant tools and resources provided by the Company to respond to customer queries and requests.
  • Ensure strict adherence to established attendance schedules.
  • Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship.
  • Provides the relevant reports on a daily basis – where applicable.
  • Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same.
  • Ensures daily performance targets are met.

KNOWLEDGE, SKILLS AND ABILITIES:

  • Must have completed 12 years of schooling
  • Degree or Diploma will be an added advantage
  • Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.
  • Good typing speed and computer skills, particularly with regard to Microsoft office applications
  • Good communication skills including a clear voice; and fluency in English and local languages pertaining to the respective location.
  • Ability to work in a team environment
  • Ability to maintain a calm disposition particularly in stressful work situations.
  • Displays a positive attitude; ability to remain positive and energetic throughout a work day.
  • Updates self on products and services by reading new product information; and participating in training opportunities
  • Updates own market intelligence on comparative product and services.

WORK CONDITIONS:

  • Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays
  • Ability to work extra hours to meet business needs
  • To reside within reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements – where applicable
  • May be required to undergo periodic medical examination to assess own suitability for continued employment at the Call Center

How to Apply

To apply for this job email your details to mubanga.mulenga@isonxperiences.com or mildred.siakoolaisonxperiences.com

Customer Care Executive at iSON Xperiences – Job Ref: 74

iSON Xperiences is the largest 3rd Party BPO service provider in Africa with a presence in 14 countries in Africa with client base across various verticals which include telecommunication; internet and television sectors.

iSON BPO commenced operations in Zambia in 2015 and now seeks to recruit a suitable and qualified candidate for the position of Customer Care Executive.

REPORTS TO: Team Leader

Position Summary: The Customer Care Executive is primarily responsible for ensuring delivery of exceptional customer service to customers as per the respective client’s SLA.

The primary focus of a Customer Care Executive is to assist; retain; acquire and/or recover customers.

Duties & Responsibility

  1. Build rapport with customers by handling each and every customer call in a courteous; and professional manner,
  2. Ensures consistently imparts the correct product and services information during each call.
  3. Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service
  4. Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.
  5. Accurately tags each call as per defined tagging list/CRM tagging list.
  6. Ensure that the quality of each call is in compliance with predefined quality parameters.
  7. Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader.
  8. Utilises the relevant tools and resources provided by the Company to respond to customer queries and requests.
  9. Ensure strict adherence to established attendance schedules.
  10. Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship.
  11. Provides the relevant reports on a daily basis – where applicable.
  12. Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same.
  13. Ensures daily performance targets are met.

Qualifications

  • Must have completed 12 years of schooling
  • Diploma will be an added advantage
  • Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.
  • Good typing speed and computer skills, particularly with regard to Microsoft office applications
  • Good communication skills including a clear voice; and fluency in English and local languages pertaining to the respective location.
  • Ability to work in a team environment
  • Ability to maintain a calm disposition particularly in stressful work situations.
  • Displays a positive attitude; ability to remain positive and energetic throughout a work day.
  • Updates self on products and services by reading new product information; and participating in training opportunities
  • Updates own market intelligence on comparative product and services
  • Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays
  • Ability to work extra hours to meet business needs
  • To reside within reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements – where applicable
  • May be required to undergo periodic medical examination to assess own suitability for continued employment at the Call Center

How to Apply

Please send an updated and detailed CV to witson.wanki@isonxperiences.com.

Closing date for receiving applications is Friday, 20th December, 2019.

Junior Customer Service Agent x6 at Zambia Airways – Job Ref: 67

I. POSITION INFORMATION
POSITION TITLE: CUSTOMER SERVICE AGENT
JOB GRADE: ZA7
REPORTS TO (TITLE): SENIOR CUSTOMER SERVICE AGENT
LOCATION: TBA
DIVISION/SECTION: SALES & MARKETING
DIRECT REPORTS: TBA

II. JOB SUMMARY:

Under the direct supervision of the Senior Customer Service Agent, the Customer Service Agent is responsible for reservations, selling, issuing and reissuing of tickets;

III. KEY DUTIES & RESPONSIBILITIES:

  • Handles passengers’ queries and inquiries, reservations and ticketing
  • Support travel trade partners with reservations and ticketing related queries.
  • Makes bookings and gives accurate flight information to Zambia Airways customers and travel agents
  • Contacts booked passengers and advise of any flight changes when these occur.
  • Verify and check that passengers meet immigration, VISA and health requirements prior to ticket issuance
  • Deposits sales funds with company Cashier or in authorized bank as per company policy.
  • Provide feedback and suggestion to the Senior Customer Service Agent on to improve and enhance customer experience.
  • Processing of customer refund applications as per airline fares rules and conditions
  • Attends to passengers at the sales office issues and re-issues tickets, issue relevant documents for excess baggage.
  • Attend to passenger’s passenger queries and inquiries on the telephone, email as well as at the ticket sales office.
  • Handles the boarding and disembarkation of passengers and the loading and unloading of baggage and cargo when assigned at the airport.
  • Prepares ticket lift envelopes, flight files sales and other reports and required records.
  • Maintains efficiency and professionalism required to maintain technical competency for the position
  • As Zambia Airways Brand Ambassador, you are responsible for promoting and adhering to the Brand Guidelines
  • Perform all other related duties that may be assigned from time to time by the Supervisor.

IV. QUALIFICATIONS AND EXPERIENCE:

  • Minimum of Grade 12 G.C.E O level certificate
  • Fluency in English Language
  • Computer literate
  • IATA/UFTAA Diploma
  • Must be prepared to work shifts when assigned at the airport

How to Apply

Interested applicants should email their applications clearly mentioning in the subject line the position being applied for, to jobs@zambiaairways.co.zm not later than 13 December 2019. Please note that you are to attach an Application Letter, CV; Certified Copies of Professional/ Academic Certificates and the National Registration Card (NRC).

Zambia Airways provides equal employment opportunities to the Zambian nationals on merit without unlawful discrimination based on age, gender, colour, tribe, disability, race or religion.

Only shortlisted candidates will be contacted.

Chief Customer Service Agent x2 at Zambia Airways – Job Ref: 67

I. POSITION INFORMATION
POSITION TITLE: CHIEF CUSTOMER SERVICE AGENT
JOB GRADE: ZA4
REPORTS TO (TITLE): SUPERVISOR SALES & MARKETING
LOCATION: LUSAKA
DIVISION/SECTION: SALES & MARKETING
DIRECT REPORTS: TBA

II. JOB SUMMARY:

Under the direct supervision of the Supervisor Sales & Marketing, the Chief Customer Service Agent will be responsible for providing services to the company through supervision of the ticket office and/or a Reservation, selling ZAMBIA AIRWAYS services to customers , Helps ticket and reservation agents show efficiency, enthusiasm, and interest in the customers’ needs and requirements. Give on-the-job training to agents so that they may be familiar with all reservation’s procedures, tariff manual rules and regulations of ZAMBIA AIRWAYS. Supervise cash collections and deposits; Protect usage of all ZAMBIA AIRWAYS accountable documents and varied reservations forms in accordance with Company policy. Supervises petty cash reports and ensures proper handling of unused tickets to be refunded to the appropriate customers. See that proper relationships are maintained in a business-like manner.

The incumbent of this role is responsible for performing a wide variety of passenger handling duties at departures, boarding gates, arrivals including verification of travel documents and assisting special need passengers within the airport environment. To this extent, the role is responsible for ensuring excellent customer service delivery

III. KEY DUTIES & RESPONSIBILITIES:

  • Organizes and supervises passenger check-in, air freight handling, ramp handling, reservation and ticketing activities.
  • Deploys the resources required for the daily sales & operational activities.
  • Supervises the boarding and disembarkation of passengers and the loading and unloading of baggage and cargo.
  • Assists and ensures the correct handling of mishandled baggage and damaged baggage
  • Keeps a detailed report regarding mishandled and damaged baggage
  • Ensures the highest level of passenger safety and care in all aspects of duty
  • Assist unaccompanied minors, elders and disabled passengers to ensure that their special needs are addressed accordingly
  • Ensures that passengers, cargo, and mail are received and properly ticketed, billed and handled and that the necessary records and reports are prepared
  • Coordinates and assists in the preparation of annual budget
  • Monitor the ground and cabin products and services standards in order to ensure a high standard quality product to provide consistent service delivery and seamless travel experience of the airline.
  • Reviews and develop policies and procedures for inclusion in the Customer Service, Cargo, Ground Operations and Cabin Operations.
  • Develops risk register (database) on his/her respective area of operations which includes prioritized risks, appropriate risk response, defined risk mitigation processes and measures that monitor effectiveness
  • Ensures the passenger’s satisfaction is given priority in service enhancement processes
  • Directs the conformity audit of the ground, on- board services, baggage services including the outsourced services against set standards and in compliance with the international standards and Star Alliance requirement.
  • Responsible for supervising all activities related to handling of passenger reservation and providing flight information.
  • Gives reply to interoffice correspondence requesting fare quotation and flight regularities.
  • Plans, organizes, administers and controls all activities associated with arriving and transit passengers’ baggage, on time baggage delivery of incoming passengers’, mishandled passengers’ baggage and other activities related to Central Baggage Tracing.
  • Plans, Supervises, monitors and controls the passenger handling services and on time performance at the airport.
  • Plans, guides and Controls/Monitors, the activities related to the handling of arriving and transiting passengers at the airport
  • Continuously scans and monitors the industry best practices in service delivery and product standard, analyze feasibility of adopting them as required and as appropriate
  • Ensures the consistent implementation of the airline safety & security policy and procedures by reporting deviations to safety or security offices as appropriate, initiating and taking preventive and corrective actions to avoid the recurrence of the deviation; visibly demonstrate and communicate commitment by making safety priority agenda item for all operational meetings and communications; develop and implement accident/incident reduction and prevention plans, communicate and implement lessons learned; participate in the development and implementation of safety briefings; encourage and ensure hazard reporting culture by employees; ensure employees have the education, experience, and the training to perform their work safely; ensure the serviceability of equipment/facilities to prevent safety risks.
  • As Zambia Airways Brand Ambassador, is e responsible for promoting and adhering to the Brand Guidelines.
  • Ensures the consistent implementation of the airline safety & security policy and procedures by reporting deviations to safety or security offices as appropriate, initiating and taking preventive and corrective actions to avoid the recurrence of the deviation; visibly demonstrate and communicate commitment by making safety priority agenda item for all operational meetings and communications; develop and implement accident/incident reduction and prevention plans, communicate and implement lessons learned; participate in the development and implementation of safety briefings; encourage and ensure hazard reporting culture by employees; ensure employees have the education, experience, and the training to perform their work safely; ensure the serviceability of equipment/facilities to prevent safety risks.
  • Perform all other related duties that may be assigned from time to time by the Supervisor.

IV. QUALIFICATIONS AND EXPERIENCE:

  • Minimum of grade 12 GCE O level certificate
  • IATA /UFTAA Diploma
  • Minimum of 5 years industry work experience at Supervisor level
  • Must be prepared to work shifts at the airport
  • Must be fluent in English language

How to Apply

Interested applicants should email their applications clearly mentioning in the subject line the position being applied for, to jobs@zambiaairways.co.zm not later than 13 December 2019. Please note that you are to attach an Application Letter, CV; Certified Copies of Professional/ Academic Certificates and the National Registration Card (NRC).

Zambia Airways provides equal employment opportunities to the Zambian nationals on merit without unlawful discrimination based on age, gender, colour, tribe, disability, race or religion.

Only shortlisted candidates will be contacted.

Customer Service Officer at Zambia International Trade Fair – Job Ref: 67

Zambia International Trade Fair Limited (ZITF) is looking for a vibrant, self-starting, qualified and enthusiastic person to fill the position of Customer Service Officer to be based in Lusaka, on a short term performance contract.

PURPOSE OF THE JOB

The Customer Service Officer will promote and sale ZITF products and services and carry out customer service and marketing duties.

ROLES AND RESPONSIBILITIES

i. To sale ZITF products and services to potential exhibitors and sponsors.
ii. To act as a customer contact person for ZITF customers in the assigned territory.
iii. To undertake customer visitations and coordinate deliveries to customers and stakeholders.
iv. To coordinate setting up of meetings with stakeholders.
v. To coordinate media engagements to create publicity for ZITF activities.
vi. To assist in debt collection.
vii. To undertake other commercial activities in the assigned territory.

QUALIFICATIONS AND EXPERIENCE

a. Grade 12 School Certificate with Five (5) credits or better.
b. Minimum of a Degree in Marketing, Commerce, Business Administration or a related commercial field.
c. Proficient in the use of Microsoft Office Applications, knowledge of accounting packages such as Pastel is an added advantage.
d. Must be a member of theZambia Institute of Marketing (ZIM)
e. Experience of not less than 2 years in a customer facing role in a reputable organization.

How to Apply

Interested applicants should submit their applications, together with copies of certificates and detailed curriculum vitae to the address below or Email to:

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,and

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not later than 13th December, 2019.

The Human Resource Manager Zambia International Trade Fair P.O Box 71058 NDOLA.

Only shortlisted candidates will be contacted

Senior Customer Service Agent at Zambia Airways – Job Ref: 51

POSITION TITLE: SENIOR CUSTOMER SERVICE AGENT
JOB GRADE: ZA5
REPORTS TO (TITLE): CHIEF CUSTOMER SERVICE AGENT
LOCATION: TBA
DIVISION/SECTION: SALES & MARKETING
DIRECT REPORTS: TBA

II. JOB SUMMARY:

Under the direct supervision of the Chief Customer Service Agent, the Senior Customer Service Agent is responsible to handle selling, issuing and reissuing of tickets; Checks and handles incoming and outgoing Pax, Baggage and Airfreight in accordance with prescribed policies and procedures.

III. KEY DUTIES & RESPONSIBILITIES:

  • Handles selling, issuing and reissuing tickets, MCOs, Hotel Vouchers and other travel documents.
  • Participates in giving fare quotations of itineraries and provide the required travel information.
  • Makes bookings and gives accurate flight information to Zambia Airways customers.
  • Contacts booked passengers and advise of any. flight changes.
  • Handles checking of visa, health and immigration requirements.
  • Provides feedback and suggestions to Chief Customer services agent on ways to improve customers experience.
  • Processing of customer refund applications as per airline fares rules and conditions.
  • Ensures that passengers, cargo, and mail are received and properly ticketed, billed and handled and that the necessary records and reports are prepared.
  • Participates in a variety of duties in handling passengers, cargo and mail.
  • Issues and re-issues tickets, issue required travel documents for excess baggage.
  • Attend to passenger’s passenger queries and inquiries on the telephone, email as well as at the ticket sales office.
  • Handles the boarding and disembarkation of passengers and the loading and unloading of baggage and cargo when assigned at the airport.
  • Maintains efficiency and professionalism required to maintain technical competency for the position.
  • As Zambia Airways Brand Ambassador, you are responsible for promoting and adhering to the Brand Guidelines.
  • Perform all other related duties that may be assigned from time to time by the Supervisor.

IV. QUALIFICATIONS AND EXPERIENCE:

  • Minimum of Grade 12 GCE O level certificate
  • Fluency in English Language
  • IATA/UFTAA Diploma
  • Minimum 3 years industry experience in similar position
  • Must be prepared to work shifts when assigned at the airport

How to Apply

Interested applicants should email their applications clearly mentioning in the subject line the position being applied for, to jobs@zambiaairways.co.zm not later than 13 December 2019. Please note that you are to attach an Application Letter, CV; Certified Copies of Professional/ Academic Certificates and the National Registration Card (NRC).

Zambia Airways provides equal employment opportunities to the Zambian nationals on merit without unlawful discrimination based on age, gender, colour, tribe, disability, race or religion.

Only shortlisted candidates will be contacted.

Customer Service Agent x7 at Zambia Airways – Job Ref: 18

I. POSITION INFORMATION

POSITION TITLE: CUSTOMER SERVICE AGENT
JOB GRADE: ZA7
REPORTS TO (TITLE): SENIOR CUSTOMER SERVICE AGENT
LOCATION: TBA
DIVISION/SECTION: SALES & MARKETING
DIRECT REPORTS: TBA

II. JOB SUMMARY:

Under the direct supervision of the Senior Customer Service Agent, the Customer Service Agent is responsible for reservations, selling, issuing and reissuing of tickets;

III. KEY DUTIES & RESPONSIBILITIES:

  • Handles passengers’ queries and inquiries, reservations and ticketing
  • Support travel trade partners with reservations and ticketing related queries.
  • Makes bookings and gives accurate flight information to Zambia Airways customers and travel agents
  • Contacts booked passengers and advise of any flight changes when these occur.
  • Verify and check that passengers meet immigration, VISA and health requirements prior to ticket issuance
  • Deposits sales funds with company Cashier or in authorized bank as per company policy.
  • Provide feedback and suggestion to the Senior Customer Service Agent on to improve and enhance customer experience.
  • Processing of customer refund applications as per airline fares rules and conditions
  • Attends to passengers at the sales office issues and re-issues tickets, issue relevant documents for excess baggage.
  • Attend to passenger’s passenger queries and inquiries on the telephone, email as well as at the ticket sales office.
  • Handles the boarding and disembarkation of passengers and the loading and unloading of baggage and cargo when assigned at the airport.
  • Prepares ticket lift envelopes, flight files sales and other reports and required records.
  • Maintains efficiency and professionalism required to maintain technical competency for the position
  • As Zambia Airways Brand Ambassador, you are responsible for promoting and adhering to the Brand Guidelines
  • Perform all other related duties that may be assigned from time to time by the Supervisor.

IV. QUALIFICATIONS AND EXPERIENCE:

  • Minimum of Grade 12 G.C.E O level certificate
  • Fluency in English Language
  • Computer literate
  • IATA/UFTAA Diploma
  • Must be prepared to work shifts when assigned at the airport

How to Apply

Interested applicants should email their applications clearly mentioning in the subject line the position being applied for, to jobs@zambiaairways.co.zm not later than 13 December 2019. Please note that you are to attach an Application Letter, CV; Certified Copies of Professional/ Academic Certificates and the National Registration Card (NRC).

Zambia Airways provides equal employment opportunities to the Zambian nationals on merit without unlawful discrimination based on age, gender, colour, tribe, disability, race or religion.

Only shortlisted candidates will be contacted.

Call Center Representative at SupaMoto – Job Ref: 48

Emerging Cooking Solutions (Zambia) Limited, trading as “SupaMoto”, is a Zambian/Swedish joint venture, introducing clean burning modern cook-stoves, renewable cooking fuel pellets made from waste biomass and solar home systems. Our locally produced pellets are cheaper than charcoal and the cooking solution performs similar to a gas stove. Our solar home systems have a built in Pay as You Go (PAYGO)-mechanism and almost all payments for our products are made through Mobile Money. Our company has over 50 staff and is growing rapidly since our solution is unique and we are one of the first movers on a virgin market for renewable home energy. The positive environmental, socio-economic and macro-level impact of our solutions is immense. We truly have a solution for the dilemma of rapid deforestation and disproportionately high cooking fuel costs for low-income people.

Job Title: Call Centre Representative

Location: Lusaka

Responsibilities:

  • Answering and making calls to clients to address their needs, complaints, or other issues with SupaMoto products.
  • Educating clients on the use of SupaMoto products and payment methods.
  • Managing relationships with clients and other call center team members
  • Resolving queries from SupaMoto Sales Reps, Agents and escalating unresolved problems.

Basic Qualifications:

  • Minimum Diploma
  • Fluent in Kaonde, Luvale, Tumbuka and Lozi. Any other local language will be an added advantage.

Person:

  • Customer Focus
  • Data Entry Skills
  • Multi-tasking
  • Attention to detail
  • Flexible

How to Apply

To apply for this job email your details to callcentrerep@supamoto.co.zm

Customer Experience Director at Airtel Zambia

DEPARTMENT: Customer Experience

VACANCY: Customer Experience Director

LOCATION: Lusaka, HQ

JOB PURPOSE:

Plan and Implement Customer Experience Strategy and drive service engagement to attain best customer experience leadership and service cost efficiency across Zambia.

REPORTING TO THE MANAGING DIRECTOR – THE MAIN RESPONSIBILITIES WILL BE;

  • Develop and implement the Customer Experience Strategy in line with the local regulatory environment and overall Group Strategy.
  • Effective partner Governance by managing and involving BPO partners in meeting customer experience KPIs in ensuring excellent quality of service through SLAs.
  • Manage the service opex efficiency by cost optimization.
  • Implement and Manage Technology Stack and enhance Self-care penetration for customers and retailers across multiple channels.
  • Q0S adherence of KYC, Communication & Call centre.
  • Ensure Retail Experience KPIs are satisfactory.
  • Manage and maximize overall customer satisfaction score and enhancement.
  • Build and maintain a capable and motivated team in Customer Experience Delivery to create a high performing team.
  • Ensure adherence to processes and policies as required.
  • Manage critical projects in collaboration with internal and external stakeholders.

REQUIREMENTS

Educational Qualification & Functional/Technical Skills

  • Any Business or management university degree and MBA in Management.
  • 12-15 years with a minimum of 5 years in a management role preferably within the Telecoms or Service industry as well as BPO experience is required.

Other requirements

  • Ability to lead critical projects.
  • Strong Analytical Ability.
  • Strong Interpersonal Skills & People Centric.
  • Managing diverse large teams, Team profile sensitivity.
  • Managing diverse large processes.
  • Service orientated.
  • Technology Savvy.
  • Vendor Management Skills.

How to Apply

Suitable candidates are invited to apply by sending through their CV’s to jobs@zm.airtel.com. Closing date for applications is Friday, 29th November 2019.

Call Center Agent at Tamanga Express

TAMANGA Express is a general delivery service based in Lusaka offering deliveries to its partner’s clients and to the general members of the public.

We are looking for a vibrant and well knowledgeable call center agent to join the team.

Duties 

  • Receiving calls from clients
  • Giving instructions to drivers and Motorbike riders
  • sales and reconciliation for all deliveries done
  • schedule appointments for pick up and drop off

Requirements

  • Must have  a grade 12 school certificate with at least 5 passes
  • Must be fluent in English as a first language of communication
  • Certificate or diploma in PR will be an added advantage
  • Able to come up with a comprehensive report at the end of the day
  • Self-motivated
  • Must be able to work long hours in a day when he/she is required

How to Apply

Interested candidates to submit their cover letter, detailed CV and copy of necessary documents (

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)

Customer Service Intern x2 at Broadpay Zambia Limited

Interact with customers to provide and process information in response to inquiries, concerns and requests about our products and services.

Main Job Duties and Responsibilities

  • deal directly with customers either by telephone, electronically or face to face
  • respond promptly to customer inquiries and complaints
  • obtain and evaluate all relevant information to handle product and service inquiries
  • provide pricing and delivery information
  • manage customers’ accounts
  • manage administration
  • communicate and coordinate with internal departments

Requirements

Must have a high school certificate and business related diploma or equivalent

No experience Required

The customer service intern should be willing to learn as much about the company as possible and be able to spot opportunities that have been overlooked by others. Outstanding customer service Interns are customer oriented and always have the customer in mind. They should have some knowledge of relevant computer applications, excellent interpersonal skills, communication skills – verbal and written, as well as listening skills.

How to Apply

Submit your Cv’s to : info@broadpay.co.zm

Customer Service Manager at Reputable Company

The main purpose of this role is to transform Customer Services (Order Creation to Delivery and Return processes) with the aim of placing the customer at the heart of our business, implementing a culture of world-class service excellence and high performance and managing the customer relationship brilliantly.

Main Accountabilities

  • Design a world-class Order Creation to Delivery and Return processes and transform the Customer Services team from a largely reactive customer center into a proactive extension of the sales force in order to deliver superior services to external and internal customers including exports.
  • Be the focal point for effectively and efficiently handling customers’ inquiries as we walk through the journey of total partnership.
  • Ensure that all cleared orders are delivered within the same day liaising with the logistics department and haulers where possible.
  • Provide and interpret for management accurate and timely operational reports and information.
  • To reduce operating costs by minimizing stock returns from trade due to order errors.

Financial Accountabilities

  • Eliminating returns due to errors in orders.
  • Ensuring no spillover of orders that were cleared before 1500 hrs daily.

Market Complexity

The business has many opportunities, which it needs to exploit in order to give optimal service to its customers. Such opportunities are in the following areas:

  • Product and Demand Planning. Production does not always meet Demand and this leads to under-delivery of the Purchase plan. Needs to have close liaison with the Demand Planning team and Production.
  • The capacity to serve is at its minimal level, limiting business growth. Proper S&OP should inform the right capacity to serve.
  • Turn-Around Time. Sometimes can be very poor (5 hours-4 days) due to lack of coordination between OTC, Delivery, Production, Credit Control and customers.
  • Communication with our customers. No single contact point (our current structure doesn’t support frequent contact). This has adversely affected our relationships with customers. Needs to reorganize the team to have a customer relations/care.

Experience, General Skills, and Qualifications:

  1. First Degree.
  2. Minimum 3 years’ experience in management, with a strong track record of managing teams. 2 years should have been spent in Customer Service management or Call Centre
  3. Highly proficient in Microsoft Office, especially Microsoft Excel.
  4. Excellent written and verbal communication skills in English.
  5. Ability to provide clear and concise, relevant, timely reports.
  6. Strong attention to detail with the ability to plan, organize, prioritize and multi-task

How to Apply

To apply please send an application letter and C.V to

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The deadline for applications is 15th October 2019.