Company Overview

Sankani Market Network Limited is a fully Zambian owned registered company which provides marketing advertisement using marketplace online platform for users sellers and buyers to trade by 4selling and buying using the platfrom easily and smartly. Sankani Market is fast growing and now seeking to employ full time Zambian professionals, energetic, and customer focused Assistant Customer Service Admins to support daily customer operations and ensure excellent service delivery across the platform.

Job Summary

The successful candidate will assist buyers and sellers, manage customer inquiries, support administrative tasks, monitor marketplace activities, and help maintain a smooth and trusted experience for all users of Sankani Market.

This role requires strong communication skills, computer literacy, attention to detail, and the ability to work in a fast-paced online marketplace environment.

Main Responsibilities

Customer Support

• Respond to customer inquiries through phone calls, WhatsApp, email, live chat, and social media.
• Assist buyers and sellers with account registration, advert posting, login issues, and general platform guidance.
• Resolve customer complaints professionally and escalate complex issues when necessary.
• Educate users on safe buying and selling practices.
• Follow up on unresolved customer issues to ensure satisfaction.

Administrative Duties

• Maintain customer records and support documentation.
• Assist with data entry and updating marketplace information.
• Prepare reports on customer feedback and service performance.
• Monitor adverts and help identify suspicious or fraudulent listings.
• Coordinate with marketing and operations teams when needed.

Marketplace Monitoring

• Help review and approve product or service listings.
• Ensure marketplace rules and standards are followed.
• Support verification processes for users and businesses.
• Report technical or operational problems to management.

Communication and Coordination

• Communicate professionally with customers, vendors, and internal teams.
• Assist in organizing promotional campaigns and customer engagement activities.
• Provide daily updates to supervisors regarding customer trends and operational issues.

Requirements & Qualifications

Education

• Diploma or Certificate in Business Administration, Customer Service, Marketing, ICT, Front Office, Public Administration, or related field.
• Grade 12 Certificate is mandatory.

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong computer literacy and internet usage skills.
• Knowledge of Microsoft Office (Word and Excel).
• Ability to handle customer complaints professionally.
• Good organizational and multitasking abilities.
• Ability to work under pressure and meet deadlines.
• Social media knowledge is an added advantage.
• Honest, reliable, and customer oriented personality.

Working Conditions

• Office based with occasional remote customer support duties.
• May require weekend or flexible shifts depending on marketplace activity.
• Interaction with customers across Zambia.
• May require travelling across Zambia to other provinces and districts for official duties.

Performance Expectations

The Assistant Customer Service Admin will be expected to:

• Maintain high customer satisfaction levels.
• Respond to customer inquiries promptly.
• Support growth of trusted buyer and seller relationships.
• Help improve operational efficiency on the platform.

• Respond to customer inquiries through phone calls, WhatsApp, email, live chat, and social media.
• Assist buyers and sellers with account registration, advert posting, login issues, and general platform guidance.
• Resolve customer complaints professionally and escalate complex issues when necessary.
• Educate users on safe buying and selling practices.
• Follow up on unresolved customer issues to ensure satisfaction.
• Maintain customer records and support documentation.
• Assist with data entry and updating marketplace information.
• Prepare reports on customer feedback and service performance.
• Monitor adverts and help identify suspicious or fraudulent listings.
• Coordinate with marketing and operations teams when needed.
• Help review and approve product or service listings.
• Ensure marketplace rules and standards are followed.
• Support verification processes for users and businesses.
• Report technical or operational problems to management.
• Communicate professionally with customers, vendors, and internal teams.
• Assist in organizing promotional campaigns and customer engagement activities.
• Provide daily updates to supervisors regarding customer trends and operational issues.

• Excellent communication and interpersonal skills.
• Strong computer literacy and internet usage skills.
• Knowledge of Microsoft Office (Word and Excel).
• Ability to handle customer complaints professionally.
• Good organizational and multitasking abilities.
• Ability to work under pressure and meet deadlines.
• Social media knowledge is an added advantage.
• Honest, reliable, and customer oriented personality.

• Diploma or Certificate in Business Administration, Customer Service, Marketing, ICT, Front Office, Public Administration, or related field.
• Grade 12 Certificate is mandatory.