Category Archives: Customer Service Jobs in Zambia

Call Centre Agent at FINCA International

Call Centre Agent is accountable to deliver superior service to the majority of FINCA Impact Finance (FIF) customers through complaint management, telesales or crossselling, as well as conducting loan recoveries. It is a front line position using telephone and computerizing system information to deliver customer experience. The incumbent is expected to identify cross-selling/up-selling opportunities on appropriate FINCA products and maintain customer satisfaction and retention. The incumbent is required to keep records of customer queries and complaints as well as capturing customer information. Customer contact is generally inbound/outbound and call Centre officer are expected to refer customers to call centre Manager for escalated problems. The role is by definition highly customer-focused. The incumbent is there required to quickly build rapport with customers. The incumbent is an ambassador for FIF’s brand and hence is instrumental in strengthening FIF’s culture of openness, fairness and high ethical standards. The role requires incumbents who are pleasant, respectful, confident, able to know when to ask for help and are highly solution-focused.

Job Requirements

• Customer relations: o Managing conversations with customers in line with FIF’s customer management standards in order to achieve satisfactory resolutions for both parties. o Listening effectively to customers, and probing to understand their issues/objections, in order to overcome customers’ objections by means of effective negotiations to achieve the desired result of promises to pay. o Building a rapport with clients by

• Call Centre employees: o Ensuring a harmonious working relationship with Call Centre employees (both peers and other employees irrespective of level if seniority) and working effectively in a team-based and highly regulated work environment by working accurately and towards clearly defined goals.

• Qualifications: o A college diploma or university degree.

• Experience:

o A minimum of one year’s experience is a front-line customer service role.

o Prior call centre work experience is not required but is considered an advantage.

• Knowledge and Skills:

o High levels of customer literacy, including a general working knowledge of MS Windows-based applications.

o Written and verbal fluency in (name of languages(s))

o High levels of problem solving and active listening skills

o The ability to multi-task

How to Apply

Submit your CV and Application on Company Website : Click Here

Customer & Sales Assistant x2 at Cappaccino GLOW

Cappaccino GLOW LTD is a registered Zambian Brand that Specialises in mens exclusive apparel fashion.Over the years the company has grown tremendously with reviews of great sales & service Countrywide.

Cappaccino Glow is looking for Sales Assistants for its new outlet opening.


  • Greeting Customers who enter the shop
  • Be Involved in Stock control & management
  • Be responsible for processing cash & card payments
  • Balancing cash registers with receipts
  • Keeping the store tidy & clean
  • Working within established guidelines, particularly with brands
  • Assisting Shoppers to find the goods & products they are looking for.


  • Should have a confident manner
  • Able to work as part of sales team
  • Well written and spoken English
  • Basic knowledge on banking transactions
  • Having a friendly & engaging personality
  • Should have a smart appearance & articulate
  • You should have a comprehensive understanding of your area of sales i.e retail, fast moving consumer goods
  • Comfortable working with members of the public.


  • Grade 12 Certificate
  • Sales certification or qualification will be an added advantage
  • Previous sales work experience is a must
  • Ages between 21-30
  • Must live in area preferably: Along Great East Rroad, Avondale, Chelstone, Salama Park

If you meet the qualifications and are the right candidate for this job, drop your application (include cover letter and copy of CV ONLY) at: Cappaccino GLOW KABULONGA Store at Kabulonga Shopping Mall, Shop 7

How to Apply

To apply for this job email your details to

Customer Service Center / Order Processing Advisor Chemonics International Inc

Job Title: Customer Service Center / Order Processing (CSC) Advisor

Reporting to: Distribution Center Logistics Director

Principal Duties and Responsibilities

The Customer Service Center / Order Processing (CSC) Advisor will support in-country technical assistance for GHSC-PSM in Zambia for improved warehousing, inventory management, and distribution of public health commodities for the central medical stores, Medical Stores Limited (MSL), the Ministry of Health (MOH), and the Government of the Republic of Zambia (GRZ). The CSC Advisor will be responsible for implementing technical activities for order review/analysis, order processing, customer relations, product master data management, and coordination with eLMIS stakeholders.

Specific Tasks

Technical Implementation

  • Provide technical assistance for the review of incoming orders for data quality and anomalies, and support communication with customers via call center and other means;
  • Provide coordination with USG implementing partners for order inquiries;
  • Explore use of dashboards and analytics tools (such as Power BI or excel tools) to support order review and processing;
  • Advise MSL on development and implementation of Standard Operating Procedures (SOPs) for order review, order processing, and master data management;
  • Advise MSL on delivery schedule based on resources, demand patterns, and geography;
  • Provide technical assistance for master data management and facility master data list management;
  • Provide technical advice for Warehouse Management System (WMS) activities and support conversion of orders in eLMIS to picks in WMS, to include automation efforts. Collaborate with eLMIS implementing partner in improving system operations for order processing;
  • Provide technical assistance on the collection of emergency orders / self-pick-up, as needed;
  • Spearhead development of tools to support data analysis and reduce manual efforts;
  • Promote technical assistance for MSL to meet international standards and practices for pharmaceutical warehouses, such as guidelines of the World Health Organization;
  • Advise MSL on performance management and process improvement activities.


  • Supervise the specialists and/or officers under his/her responsibility, develop roles and responsibilities, design and monitor professional development plans, conduct annual performance appraisals, develop SMART goals and periodically monitor progress towards objectives;
  • Provide input into development and management of annual work plans and budgets for distribution center logistics based on GRZ and USG priorities;
  • Provide input into scopes of work for short-term technical assistance (STTA). Coordinate with technical consultants and review associated outcomes and deliverables to ensure quality and timely submission to the client;
  • Represent PSM project at various technical meetings with collaborating partners, senior government officials, and/or donor agencies;
  • Ensure that staff understand and adhere to established policies and procedures. Support quick and just resolution of any disciplinary issues that arise;
  • Verify that USAID regulations, Chemonics policies, and quality management best practices are enforced consistently;
  • Exhibit Chemonics values and build culture of “Living our Values” within the team;
  • Carry out additional responsibilities as may be assigned from time to time in consultation with the Director of Distribution Center Logistics.

Minimum Education Qualifications, Experience and Competencies

  • Bachelor’s degree in supply chain management, logistics, or a related field required; Master’s or other advanced degree preferred;
  • Minimum seven (7) years of experience working in supply chain management;
  • Experience providing technical assistance for management of public sector health commodities;
  •  Knowledge of USAID funding and its contractual and reporting requirements preferred;
  • Strong data analytics skills using tools such as MS excel, MS access, and Power BI;
  • Strong project management skills and leadership and motivational abilities;
  • Strong written and oral communication skills;
  •  Excellent problem solving and decision-making skills;
  •  Written and spoken English proficiency.

Location of Assignment

  • The location of assignment is Lusaka, Zambia with intermittent travel throughout the country
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Send electronic submissions of your CV, cover letter and the highest necessary qualifications to by 12pm on Tuesday August 6, 2019. Please include clearly the position in the subject line of the email. No telephone inquiries, please. Finalists will be contacted.

Customer Service Team Lead at SPENN

Career Opportunity

Job Title: Customer Service Team Lead
Reports to: Customer Service Lead – EAC
Location: Zambia


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 team lead (CSTL), you must possess strong leadership skills and a good team player. You must have the ability to train and couch staff, create and maintain routines, form and develop the customer support department in Zambia, in a structured and systematic way.

We expect a high quality of work, and need someone to take the responsibility that comes with this role. As the CSTL, 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

  • Maintain a high level of customer satisfaction in all general inquiries, account status and technical concerns
  • Develop and maintain all accounts and portals used by customer service department in Zambia
  • Develop, create and maintain routines for the service department in Zambia
  • Provide daily, weekly, and monthly reports with summaries on major issues
  • Lead a team of customer support agents, and motivate them to deliver targets
  • Staffing and training of new and existing customer service employees
  • Constantly seek improvements in operations efficiency
  • Meets the agreed KPI’s
  • Other related duties as assigned

Skills & Qualifications

  • Minimum 4 years of experience in Customer Support or equivalent
  • Leadership experience
  • 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
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Please send your resume and cover letter to:

Caroline Kirimi, Customer Service Lead –EAC –

Customer Experience Associate at Garibara

At Garibara, we wake up with our engines running to build solutions that make motoring a convenient and much more enjoyable ride. We process motor vehicle registration and licencing (road tax, fitness, insurance) so that motorists can get in their car, start the engine, and drive to their next destination stress-free.
We are looking for an innovative, creative, curious, and trustworthy Customer Experience Associate with a passion for cars and technology to execute our customer acquisition and growth strategy. The ideal candidate will play a fundamental role in achieving customer satisfaction and revenue growth objectives.

Job Highlights

Duties and responsibilities will include closing deals with corporate and institutional customers, driving our digital marketing strategy, and providing exceptional customer service.

Key responsibilities

  • Grow the customer base and maintain customer engagement via digital media.
  • Engage corporate and institutional customers and close deals with them.
  • Coordinate with drivers to ensure timely delivery of customer licence discs/cars.
  • Improve user experience based on feedback from customers and observation.


  • Sharp sales skills.
  • Proficient in any digital CRM tool.
  • Attention to detail.
  • Strong communication and time management skills.
  • Awesome customer service skills.
  • Strong work ethic.
  • Heart and hustle.
  • Radically open-minded.
  • Hungry, happy, helpful, and humble.


  • Experience working in retail sales and/or start-up environment.
  • Ability and willingness to learn.
  • Innovative, creative, intellectually curious, idea generator.
  • Social media ninja.
  • Ability to work effectively and independently within a distributed team.
  • Qualification in Business Administration/Marketing or any related field.
  • Highly organised.
  • Pleasant social skills.
  • Possession of a valid driving licence.


Competitive remuneration commensurate with skill and experience will be given.


One year initial contract with possibility of extension based on performance.

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To apply, send your cover letter and résumé as one PDF or Word document to using the following subject line “Customer Experience Associate – Your full name” In your cover letter, please state why you are interested in joining Garibara and how you are going to make a good addition to the team. Applications will be considered on a rolling basis and the best-fit candidate will start as soon as possible.

Call Centre Agents at WidEnergy Africa Limited

WidEnergy Africa Limited, is a women led company dedicated in the last miles distribution of clean energy solutions. We deliver and install Solar Home Systems that have a built in Pay as You Go (PAYGO)-system, our payments are made through Mobile Money. WidEnergy is a fast-growing start-up company with as over 50 staff and is growing rapidly. We are operating in Eastern province with our headquarters in Lusaka.

The Call Centre Agents role is the backbone of the company Operations and is key in ensuring a successful customer journey. The role calls for an obsessive, continuous, permanent, incessant, consistent, restless, tough, constant, fun and everlasting quest to satisfy our customers!! As the entry point to the company, this position is a major opportunity to prove what you can do and rapidly grow within the company.

We are looking to hire Call Centre agents:


  • Answering and making calls to customers to address their needs, make registrations, attend to complaints, or any other issues related to our WidEnergy products.
  • Managing relationships with clients and other call centre team members
  • Resolving queries from Sales Reps, Agents and escalating unresolved issues.


  • Diploma
  • Fluent in three or more local languages
  • Customer Focus
  • Data Entry Skills
  • Multi-tasking

Do you feel you have what it takes to take on this challenge?

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We want to hear more about you, please send your CV on before June 7th 2019 and include a 100-word email on what makes you a good candidate for this position

Customer Service Representative at Yalelo Limited

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

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.

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To apply, follow the link: Job Application – Customer Service Representative

NOTE: Yalelo does not require any fees nor do we use any agents in our recruitment process

Call Centre Agents at Telcom

We are looking for experienced Call Centre Agents 

1. The applicant should have have past Call Centre experience

2. The applicant should be able to handle more than 100 outbound calls per shift

3. The applicant should be well presented as this is a public accessible centre

4. The applicant should speak English fluently

5. The applicant should have a grade 12 certificate and should be certified in a course relating to customer care

6. The applicant should be able to work on weekends and over-time as and when required.

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All applications should be in PDF format and sent electronically to including identification cards

Customer Service Officer at Zambia International Trade Fair

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.


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


1. To sale ZITF products and services to potential exhibitors and sponsors.

2. To act as a customer contact person for ZITF customers in the assigned territory.

3. To undertake customer visitations and coordinate deliveries to customers and stakeholders.

4. To coordinate setting up of meetings with stakeholders.

5. To coordinate media engagements to create publicity for ZITF activities.

6. To assist in debt collection.

7. To undertake other commercial activities in the assigned territory.


a. Grade 12 School Certificate with Five (5) credits or better.

b. Minimum of a Diploma in Marketing or a Diploma in Business Administration or a Degree in 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 the Zambia Institute of Marketing (ZIM)

e. Experience of not less than 2 years in a customer facing role in a reputable organization.

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Interested applicants should submit their applications, together with copies of certificates and detailed curriculum vitae to the address below or Email to:, and not later than 30th April, 2019.

The Human Resource Manager

Zambia International Trade Fair

P.O Box 71058


Only shortlisted candidates will be contacted.

Customer Relations & Marketing Officer at CareCoop

Care Cooperative Savings and Credit Society Limited (hereinafter “CareCoop”) came into being in 1995 based on an agreement signed by three organizations namely, CARE International in Zambia, Plan International and PULSE Holdings Limited. CareCoop has continued to draw its membership from staff of these organizations. Following the amendments of the Cooperative By-Laws in 2004, CareCoop opened to any other interested Non-Governmental Organizations (NGO). It later opened its doors to other organizations which are not in the NGO sector.

Members of NGO sector are considered Associate Members. Since its formation in 1995 CareCoop has offered various services to its members which are mainly savings and loan products. The benefits of being a CareCoop member include; loans at favorable interest rates, different types of loans, interest on savings, dividends on shares held by members, and variety of products provided to members to suite various circumstances.

From an initial 50 members in 1995, CareCoop has grown to over 4,000 active members as at 31 December 2018, with a balance sheet of over ZMW78million.

Role Summary

The Customer Relations & Marketing Officer is a full-time position that reports directly to the Business Development Manager. This position will be responsible for customer care and marketing activities towards growing Society membership, develop competitive products for members and carry out product awareness campaigns, all geared to growing Society’s profitability.

Role Responsibilities

  1. To monitor implementation of the CareCoop’s strategic plan as relates to customer relations and marketing. Identify market niches and craft appropriate strategies for reaching existing and potential members.
  2. Identify target and potential member organizations and design ways to consistently communicate the CareCoop brand and loan products in all marketing activities.
  3. Conduct marketing activities based on knowledge of the customers segments and target market, to deliver products and services that satisfy the market segments.
  4. Develop and implement appropriate communication and public relations strategies.
  5. Oversee the design, execution, and communication of primary marketing research studies to evaluate specific performance, CareCoop positioning, competitive positioning and customer profiling as well as managing the analysis and interpretation of secondary research data to provide direction for strategic plans.
  6. To ensure that customer service is administered in accordance with CareCoop policy and standards, in a mutually beneficial manner, to ensure lasting goodwill between the CareCoop and all relevant stakeholders.
  7. Manage publications including but not limited to writing speeches, annual financial statements, periodic newsletters, brochures, annual reports, etc.
  8. Explaining to customers the different types of loans, share offers and savings available and their respective terms and conditions, including eligibility.
  9. Carry out customer satisfaction surveys, analyzing customer suggestions and making recommendations to Management for implementation.

Education and Experience

  • Diploma in Marketing, Customer Relations, Business Management, Commerce. Bachelors’ Degree will be an added advantage.
  • Membership of the Zambia Institute of Marketing (ZIM).
  • Experience using MS Office packages (Excel, Word, PowerPoint).

Personal Skills

  • Motivated and rewarded by helping others perform at highest levels in service of the organization and its mission.
  • Reliable, self-motivated, focused, positive attitude, flexible, and proactive
  • Ability to identify creative solutions that address time, budget, quality, with demonstrated skill in negotiation. Sound judgement in decision-making and exceptional boundaries related to confidential information.
  • Excellent communication skills (in-person, email, phone, status reports, managing documents, remote meetings). Comfort with using MS Office (i.e., Excel, Word, PowerPoint, Outlook, and internet search tools)

Years of Experience

  • 3 years relevant work experience

Kindly send your application letter and a copy of the Curriculum Vitae, with 3 traceable referees via email only to the following address: Care Cooperative Savings and Credit Society Ltd, Plot 9696, Off Munali Road, Chudleigh, Lusaka. Email Deadline is 25th April 2019. The subject line for the email must be ‘Customer Relations & Marketing Officer Application’.