Vacancy title:
Customer Service Manager (Female)

[Type: FULL_TIME, Industry: Consulting, Category: Management,Customer Service,Real Estate,Business Operations]

Jobs at:
African Perfect-World Investment Consulting limited

Deadline of this Job:
Tuesday, June 30 2026

Duty Station:
Lusaka Ibex Hill | Lusaka

Summary
Date Posted: Tuesday, June 16 2026, Base Salary: Not Disclosed

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JOB DETAILS:

Background information about the job or company (e.g., role context, company overview)

African Perfect World Investment Consulting Limited is seeking a Customer Service Manager.

Responsibilities or duties

Oversee customer service operations

• Handle resident inquiries and complaints
• Manage resident relationships
• Coordinate with maintenance, security and finance departments
• Prepare service reports
• Ensure compliance with company policies
• Train customer service staff
• Assist in emergency response activities

Resident Relationship Management

• Build and maintain good relationships with residents to enhance satisfaction and trust.
• Conduct resident satisfaction surveys and implement improvement plans.
• Organize and support community events, communication activities, and announcements.
• Provide move-in and move-out support, including orientation for new residents

Communication & Coordination

• Coordinate with security, maintenance, cleaning, finance, and other departments to ensure smooth service delivery.
• Follow up on repairs, maintenance requests, and urgent issues.
• Report major incidents, customer complaints, or operational risks to management in a timely manner.

Documentation & Reporting

• Maintain accurate records of complaints, service requests, and resident files.
• Prepare weekly and monthly service reports, including performance data and improvement suggestions.
• Assist in updating service guidelines, SOPs, and customer communication templates.

Policy Implementation & Compliance

• Ensure all customer service activities comply with company policies and estate regulations.
• Monitor adherence to safety, service, and complaint-handling procedures.
• Train staff on new policies, customer interaction skills, and emergency response protocols.

Additional Responsibilities

• Participate in budgeting for customer service operations.
• Assist in emergency response management (fire, medical, security incidents).
• Support management in special projects or operational improvements.
• Perform other relevant duties assigned by the Property Management Director.

Qualifications or requirements (e.g., education, skills)

• Diploma or Degree in Marketing, Hospitality, Business Administration, or related field
• Communication Skills and Problem-Solving Skills

• Customer Service
• Resident Relations

Experience needed

• Minimum 4 years experience in Property Management, Hospitality, Customer Service, Sales, or Reception

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

• Age Requirement: 26 years and above

Only shortlisted candidates will be contacted.

Work Hours: 8

Experience in Months: 48

Level of Education: bachelor degree

Job application procedure
Interested in applying for this job? Click here to submit your application now.

Required Documents:

• CV
• Qualification Credentials

Subject: Customer Service Manager (Your Full Name)

Notes: Only shortlisted candidates will be contacted.

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