About Dorset

Dorset is a growing financial institution providing lending solutions to individuals and SMEs across Zambia. We are committed to delivering simple, transparent, and customer-centred financial services that empower people and businesses to grow.

We are currently seeking a professional, organised, and service-oriented Receptionist / Customer Service Assistant to provide temporary cover for a period of three (3) months at our Lusaka branch.

Purpose of the Role

The Customer Service Assistant will serve as a key point of contact for clients, providing outstanding front-line service and administrative support to ensure efficient branch operations. The role requires a friendly and professional individual with strong communication skills and a passion for delivering excellent customer experiences.

Key Responsibilities

• Serve as the first point of contact for all clients and visitors, ensuring a warm, professional, and efficient experience.
• Provide accurate information about Dorset’s products and services to clients and prospective customers.
• Support the loan officers in customer onboarding, documentation, and loan processing activities.
• Maintain customer records, ensuring all information is correctly captured and securely stored.
• Handle customer complaints or queries courteously and escalate unresolved issues to the Branch Manager.
• Manage the reception area to ensure it reflects Dorset’s professional image at all times.
• Assist with general administrative duties including filing, correspondence, and scheduling client meetings.
• Support marketing and client engagement initiatives within the branch.

Qualifications and Experience

• Diploma or Certificate in Secretarial Studies, Business Administration, Marketing, Banking & Finance, or a related field.
• Minimum of 1 year experience in customer service, reception or front-office operations, preferably in financial services.
• Strong verbal and written communication skills.
• Excellent communication and interpersonal skills.
• Strong telephone etiquette and professional appearance.
• Basic computer literacy (Microsoft Word, Excel, and Outlook).
• Experience in a financial institution will be an added advantage.

Key Attributes

• Passionate about delivering outstanding customer experiences.
• Friendly, approachable, and confident.
• Organised and detail-oriented with good time management skills.
• Strong problem-solving and multitasking abilities.
• Team player with a positive, proactive attitude.

Why Join Dorset?

• Be part of a reputable and expanding financial institution.
• Work in a supportive, professional, and growth-oriented environment.
• Opportunity for career advancement within the Dorset network.

• Serve as the first point of contact for all clients and visitors, ensuring a warm, professional, and efficient experience.
• Provide accurate information about Dorset’s products and services to clients and prospective customers.
• Support the loan officers in customer onboarding, documentation, and loan processing activities.
• Maintain customer records, ensuring all information is correctly captured and securely stored.
• Handle customer complaints or queries courteously and escalate unresolved issues to the Branch Manager.
• Manage the reception area to ensure it reflects Dorset’s professional image at all times.
• Assist with general administrative duties including filing, correspondence, and scheduling client meetings.
• Support marketing and client engagement initiatives within the branch.

• Strong verbal and written communication skills.
• Excellent communication and interpersonal skills.
• Strong telephone etiquette and professional appearance.
• Basic computer literacy (Microsoft Word, Excel, and Outlook).
• Passionate about delivering outstanding customer experiences.
• Friendly, approachable, and confident.
• Organised and detail-oriented with good time management skills.
• Strong problem-solving and multitasking abilities.
• Team player with a positive, proactive attitude.

• Diploma or Certificate in Secretarial Studies, Business Administration, Marketing, Banking & Finance, or a related field.
• Minimum of 1 year experience in customer service, reception or front-office operations, preferably in financial services.
• Experience in a financial institution will be an added advantage.