Customer Service Representative
2026-07-03T19:37:25+00:00
US Embassy
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FULL_TIME
Lusaka
Lusaka
10101
Zambia
Public Administration, and Government
Admin & Office, Customer Service, Civil & Government
2026-07-06T17:00:00+00:00
8
About
Announcement Number: LUSAKA-2026-010
Hiring Agency: Embassy Lusaka
Position Title: Customer Service Representative (Customer Service Center Assistant)
Open Period: 06/29/2026 – 07/06/2026Format MM/DD/YYYY
Vacancy Time Zone: GMT+2
Series/Grade: LE – 0105 7
Salary: ZMW ZK242,848.78 /Per Year
Work Schedule: Full-time – Full time, 40 hours per week
Promotion Potential: LE-7
Duty Location(s): 2 Vacancy in Lusaka, ZA
Telework Eligible: No
For More Info: Ferzio Mampwe
+260211357000
MampweFC@fan.gov
Overview
Hiring Path:
Who May Apply/Clarification From the Agency:
This position is open to:
- Current Employees of the Mission
- U.S. Citizen Eligible Family Members (USEFMs) – All AgenciesFor USEFM – FP grade is FP-07. Actual FP salary authorized by Washington D.C.
Security Clearance Required:
Public Trust – Background Investigation
Appointment Type
Permanent
Marketing Statement:
EQUAL EMPLOYMENT OPPORTUNITY (EEO): The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.
Summary:
The U.S. Mission in Lusaka, Zambia is seeking eligible and qualified applicants for the Customer Service Center Assistant in the Customer Service Center office.
Supervisory Position:
No
Relocation Expenses Reimbursed:
No
Duties
Under the direct supervision of the Human Resources Officer, this position will serve as a frontline representative of the Customer Service Center (CSC). The Customer Service Center Assistant provides Embassy personnel with information about all management-related matters and answers each employee’s management-related inquiries either with direct action or coordinating a solution. The CSC Assistant is responsible for managing processes and implementing appropriate procedures for serving Embassy personnel. Position works closely with all ICASS service providers to facilitate communication and teamwork in solving customer inquiries. The CSC Assistant is responsible for providing correct, up-to-date information, identifying sources of new information, processing forms both online and paper, and identifying improved methods for processing and managing online systems. The CSC Assistant provides one-stop processing for all new U.S. government employees under Chief of Mission authority arriving at Post and coordinates departure processing ensuring assets such as cell phones are collected, final bills are paid or accounted for, and authorizing final shipments once the process is complete.
Qualifications and Evaluations
Requirements:
All selected candidates must be able to obtain and hold a:
Security Certificate
All selected candidates will be subject to a background investigation and may be subject to a pre-employment medical exam.
Selected candidate must be able to begin working within a reasonable period of time [6 weeks] upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.
Education Requirements:
Successful completion of two years of college education is required.
Please address this factor in your ERA application under Education.
Evaluations:
You will be evaluated against the qualifications and requirements in this vacancy announcement.
You may be asked to complete a pre-employment language or skills test.
You must complete the application form and provide the required documents. Your application must address all the position qualifications and requirements including education, experience, language, and any knowledge/skills/abilities listed. If you fail to submit a complete application, then your application may be disqualified for this position.
Qualifications:
Experience:
Three years experience in a Customer Service/Logistics/Travel Industry is required.
Please address this factor in your ERA application under Major Duties and Responsibilities.
Language:
Fluent English language reading, speaking and writing is required.
Please address this language requirement in your ERA application.
Job Knowledge:
Must have a general knowledge of working with office systems. General knowledge of local business practices and customs.
Please address this factor in your ERA application under Major Duties and Responsibilities.
Skills And Abilities:
Excellent communication skills to understand customers’ needs and effectively explain complex information; Problem solving ability to identify the root causes of customer issues, analyzing options, finding solutions, and resolving complaints effectively; Knowledge of the Microsoft Suite of applications; Excellent interpersonal skills to facilitate interpersonal interoffice communication and teamwork; Ability to draft and written correspondence and presentations.
Please address this factor in your ERA application under Major Duties and Responsibilities.
Benefits and Other Info
Benefits:
Agency Benefits:
The U.S. Mission offers a competitive compensation and benefits package for local employees.
For Eligible Family Member (EFM) applicants, benefits should be discussed with the HR Office. The pay plan is assigned by the HR Office and confirmed by Washington, D.C.
Other Information:
HIRING PREFERENCE SELECTION PROCESS:
A hiring preference is extended to eligible and qualified applicants in the order listed below. It is essential you accurately describe your status in your application, failure to do so may result in a determination that you are not eligible for a hiring preference.
HIRING PREFERENCE ORDER
Appointment Eligible Family Member (AEFM) / U.S. citizen Eligible Family Member (USEFM) who is a preference-eligible U.S. Veteran*
AEFM / USEFM
Foreign Service (FS) on Leave without Pay (LWOP) and Civil Service (CS) with reemployment rights **
* IMPORTANT: US citizen Eligible Family Member (USEFM) applicants who claim status as a preference-eligible U.S. Veteran must submit a copy of their most recent DD-214 (“Certificate of Release or Discharge from Active Duty”) preferably Member Copy 4, Letter from Veterans’ Affairs which indicates the present existence of a service-connected disability, equivalent documentation, or certification. A “certification” is any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant. The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date; and (2) the character of service. Acceptable documentation must be submitted in order for the preference to be given.
** This level of preference applies to all FS employees on LWOP and CS with re-employment rights back to their agency or bureau.
For complete definitions of AEFM, USEFM, EFM, Member of Household, etc., please visit the 3 FAM 7210 Definitions.
* Serve as a frontline representative of the Customer Service Center (CSC). * Provide Embassy personnel with information about all management-related matters. * Answer employee's management-related inquiries either with direct action or coordinating a solution. * Manage processes and implement appropriate procedures for serving Embassy personnel. * Work closely with all ICASS service providers to facilitate communication and teamwork in solving customer inquiries. * Provide correct, up-to-date information. * Identify sources of new information. * Process forms both online and paper. * Identify improved methods for processing and managing online systems. * Provide one-stop processing for all new U.S. government employees under Chief of Mission authority arriving at Post. * Coordinate departure processing ensuring assets such as cell phones are collected, final bills are paid or accounted for, and authorizing final shipments once the process is complete.
* Excellent communication skills to understand customers’ needs and effectively explain complex information * Problem solving ability to identify the root causes of customer issues, analyzing options, finding solutions, and resolving complaints effectively * Knowledge of the Microsoft Suite of applications * Excellent interpersonal skills to facilitate interpersonal interoffice communication and teamwork * Ability to draft and written correspondence and presentations
* Successful completion of two years of college education is required. * Three years experience in a Customer Service/Logistics/Travel Industry is required. * Fluent English language reading, speaking and writing is required. * Must have a general knowledge of working with office systems. * General knowledge of local business practices and customs.
JOB-6a480f75147ee
Vacancy title:
Customer Service Representative
[Type: FULL_TIME, Industry: Public Administration, and Government, Category: Admin & Office, Customer Service, Civil & Government]
Jobs at:
US Embassy
Deadline of this Job:
Monday, July 6 2026
Duty Station:
Lusaka | Lusaka
Summary
Date Posted: Friday, July 3 2026, Base Salary: Not Disclosed
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JOB DETAILS:
About
Announcement Number: LUSAKA-2026-010
Hiring Agency: Embassy Lusaka
Position Title: Customer Service Representative (Customer Service Center Assistant)
Open Period: 06/29/2026 – 07/06/2026Format MM/DD/YYYY
Vacancy Time Zone: GMT+2
Series/Grade: LE – 0105 7
Salary: ZMW ZK242,848.78 /Per Year
Work Schedule: Full-time – Full time, 40 hours per week
Promotion Potential: LE-7
Duty Location(s): 2 Vacancy in Lusaka, ZA
Telework Eligible: No
For More Info: Ferzio Mampwe
+260211357000
MampweFC@fan.gov
Overview
Hiring Path:
Who May Apply/Clarification From the Agency:
This position is open to:
- Current Employees of the Mission
- U.S. Citizen Eligible Family Members (USEFMs) – All AgenciesFor USEFM – FP grade is FP-07. Actual FP salary authorized by Washington D.C.
Security Clearance Required:
Public Trust – Background Investigation
Appointment Type
Permanent
Marketing Statement:
EQUAL EMPLOYMENT OPPORTUNITY (EEO): The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.
Summary:
The U.S. Mission in Lusaka, Zambia is seeking eligible and qualified applicants for the Customer Service Center Assistant in the Customer Service Center office.
Supervisory Position:
No
Relocation Expenses Reimbursed:
No
Duties
Under the direct supervision of the Human Resources Officer, this position will serve as a frontline representative of the Customer Service Center (CSC). The Customer Service Center Assistant provides Embassy personnel with information about all management-related matters and answers each employee’s management-related inquiries either with direct action or coordinating a solution. The CSC Assistant is responsible for managing processes and implementing appropriate procedures for serving Embassy personnel. Position works closely with all ICASS service providers to facilitate communication and teamwork in solving customer inquiries. The CSC Assistant is responsible for providing correct, up-to-date information, identifying sources of new information, processing forms both online and paper, and identifying improved methods for processing and managing online systems. The CSC Assistant provides one-stop processing for all new U.S. government employees under Chief of Mission authority arriving at Post and coordinates departure processing ensuring assets such as cell phones are collected, final bills are paid or accounted for, and authorizing final shipments once the process is complete.
Qualifications and Evaluations
Requirements:
All selected candidates must be able to obtain and hold a:
Security Certificate
All selected candidates will be subject to a background investigation and may be subject to a pre-employment medical exam.
Selected candidate must be able to begin working within a reasonable period of time [6 weeks] upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.
Education Requirements:
Successful completion of two years of college education is required.
Please address this factor in your ERA application under Education.
Evaluations:
You will be evaluated against the qualifications and requirements in this vacancy announcement.
You may be asked to complete a pre-employment language or skills test.
You must complete the application form and provide the required documents. Your application must address all the position qualifications and requirements including education, experience, language, and any knowledge/skills/abilities listed. If you fail to submit a complete application, then your application may be disqualified for this position.
Qualifications:
Experience:
Three years experience in a Customer Service/Logistics/Travel Industry is required.
Please address this factor in your ERA application under Major Duties and Responsibilities.
Language:
Fluent English language reading, speaking and writing is required.
Please address this language requirement in your ERA application.
Job Knowledge:
Must have a general knowledge of working with office systems. General knowledge of local business practices and customs.
Please address this factor in your ERA application under Major Duties and Responsibilities.
Skills And Abilities:
Excellent communication skills to understand customers’ needs and effectively explain complex information; Problem solving ability to identify the root causes of customer issues, analyzing options, finding solutions, and resolving complaints effectively; Knowledge of the Microsoft Suite of applications; Excellent interpersonal skills to facilitate interpersonal interoffice communication and teamwork; Ability to draft and written correspondence and presentations.
Please address this factor in your ERA application under Major Duties and Responsibilities.
Benefits and Other Info
Benefits:
Agency Benefits:
The U.S. Mission offers a competitive compensation and benefits package for local employees.
For Eligible Family Member (EFM) applicants, benefits should be discussed with the HR Office. The pay plan is assigned by the HR Office and confirmed by Washington, D.C.
Other Information:
HIRING PREFERENCE SELECTION PROCESS:
A hiring preference is extended to eligible and qualified applicants in the order listed below. It is essential you accurately describe your status in your application, failure to do so may result in a determination that you are not eligible for a hiring preference.
HIRING PREFERENCE ORDER
Appointment Eligible Family Member (AEFM) / U.S. citizen Eligible Family Member (USEFM) who is a preference-eligible U.S. Veteran*
AEFM / USEFM
Foreign Service (FS) on Leave without Pay (LWOP) and Civil Service (CS) with reemployment rights **
* IMPORTANT: US citizen Eligible Family Member (USEFM) applicants who claim status as a preference-eligible U.S. Veteran must submit a copy of their most recent DD-214 (“Certificate of Release or Discharge from Active Duty”) preferably Member Copy 4, Letter from Veterans’ Affairs which indicates the present existence of a service-connected disability, equivalent documentation, or certification. A “certification” is any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant. The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date; and (2) the character of service. Acceptable documentation must be submitted in order for the preference to be given.
** This level of preference applies to all FS employees on LWOP and CS with re-employment rights back to their agency or bureau.
For complete definitions of AEFM, USEFM, EFM, Member of Household, etc., please visit the 3 FAM 7210 Definitions.
Work Hours: 8
Experience in Months: 12
Level of Education: associate degree
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