Service Manager
2025-11-17T11:26:23+00:00
Okavango Foods Limited
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FULL_TIME
Lusaka
Lusaka
10101
Zambia
Agriculture, Food, and Natural Resources
Management
2025-11-21T17:00:00+00:00
Zambia
8
Purpose of the Role
The Service Manager ensures excellent customer experience, oversees customer complaint resolution, enforces SOP compliance, and ensures seamless coordination between Customer Care and the Kitchen. This is a fast-paced, high-responsibility leadership role requiring hands-on management.
Key Responsibilities
1. Customer Experience & Complaint Management
- Oversee all customer interactions for professionalism, accuracy, and speed.
- Manage and resolve customer complaints within required timelines.
- Monitor calls, chats, and customer communication channels.
- Drive continuous improvement in the customer experience.
2. Coordination Between Customer Care & Kitchen
- Ensure timely, accurate transmission of orders to the kitchen.
- Communicate stock-outs, special requests, and priority orders in real time.
- Support kitchen teams during high-volume periods to avoid errors and delays.
- Ensure Customer Care and Kitchen work in sync, especially during peak hours.
3. SOP Enforcement & Quality Control
- Enforce all service, kitchen coordination, order processing, and escalation SOPs.
- Conduct daily audits and checks on team adherence.
- Identify root causes of recurring issues and implement corrective actions.
- Ensure full compliance with promotions, order accuracy, and packing standards.
4. Operational Leadership
- Lead daily briefs with both Customer Care and Kitchen.
- Track team performance, order turnaround time, and service accuracy.
- Escalate disciplinary or operational issues when necessary.
- Provide operational leadership during busy periods.
5. Team Development
- Coach, motivate, and hold team leaders accountable.
- Support HR with training, onboarding, and performance management.
- Provide continuous feedback to improve staff competence and discipline.
Qualifications & Experience
Minimum Requirements (Must Have):
- Strong, proven experience (minimum 3 years) in:
- Customer service leadership, and/or
- Food service, catering, restaurant, or hospitality operations, and
- Managing teams in a fast-paced environment
- Excellent communication, coordination, and problem-solving skills
- Ability to enforce SOPs and maintain discipline
- Strong leadership and integrity
Academic Qualifications
- A Diploma or Degree in Hospitality, Business, Food Service Management, or related fields is an advantage.
- However, substantial, proven practical experience in a similar role MAY replace academic qualifications.
- This must be clearly demonstrated through:
- Previous positions held
- Work history in similar environments
- References and evidence of performance
Important Notice (PLEASE READ BEFORE APPLYING)
- ONLY applicants who meet the minimum experience requirements should apply.
- Do NOT apply if you do not have strong, relevant experience supervising teams in a hospitality, food service, restaurant, or customer service environment.
- Applications without the required experience will NOT be considered.
This is a senior, hands-on operational role — not an entry-level position.
Personality Traits We Are Looking For
- Assertive and confident
- Organized and self-driven
- Calm under pressure
- Strong decision-making ability
- High work ethic and integrity
- Able to lead diverse teams
- Passionate about customer experience
Why Join Okavango Foods?
- Work in a growing and innovative food manufacturing company
- Lead two key operational areas (Customer Service & Kitchen Coordination)
- Build systems, improve service, and make visible impact
- Growth and advancement opportunities
1. Customer Experience & Complaint Management Oversee all customer interactions for professionalism, accuracy, and speed. Manage and resolve customer complaints within required timelines. Monitor calls, chats, and customer communication channels. Drive continuous improvement in the customer experience. 2. Coordination Between Customer Care & Kitchen Ensure timely, accurate transmission of orders to the kitchen. Communicate stock-outs, special requests, and priority orders in real time. Support kitchen teams during high-volume periods to avoid errors and delays. Ensure Customer Care and Kitchen work in sync, especially during peak hours. 3. SOP Enforcement & Quality Control Enforce all service, kitchen coordination, order processing, and escalation SOPs. Conduct daily audits and checks on team adherence. Identify root causes of recurring issues and implement corrective actions. Ensure full compliance with promotions, order accuracy, and packing standards. 4. Operational Leadership Lead daily briefs with both Customer Care and Kitchen. Track team performance, order turnaround time, and service accuracy. Escalate disciplinary or operational issues when necessary. Provide operational leadership during busy periods. 5. Team Development Coach, motivate, and hold team leaders accountable. Support HR with training, onboarding, and performance management. Provide continuous feedback to improve staff competence and discipline.
Strong, proven experience (minimum 3 years) in: Customer service leadership, and/or Food service, catering, restaurant, or hospitality operations, and Managing teams in a fast-paced environment Excellent communication, coordination, and problem-solving skills Ability to enforce SOPs and maintain discipline Strong leadership and integrity Academic Qualifications A Diploma or Degree in Hospitality, Business, Food Service Management, or related fields is an advantage. However, substantial, proven practical experience in a similar role MAY replace academic qualifications. This must be clearly demonstrated through: Previous positions held Work history in similar environments References and evidence of performance
JOB-691b065f42b99
Vacancy title:
Service Manager
[Type: FULL_TIME, Industry: Agriculture, Food, and Natural Resources, Category: Management]
Jobs at:
Okavango Foods Limited
Deadline of this Job:
Friday, November 21 2025
Duty Station:
Lusaka | Lusaka | Zambia
Summary
Date Posted: Monday, November 17 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Purpose of the Role
The Service Manager ensures excellent customer experience, oversees customer complaint resolution, enforces SOP compliance, and ensures seamless coordination between Customer Care and the Kitchen. This is a fast-paced, high-responsibility leadership role requiring hands-on management.
Key Responsibilities
1. Customer Experience & Complaint Management
- Oversee all customer interactions for professionalism, accuracy, and speed.
- Manage and resolve customer complaints within required timelines.
- Monitor calls, chats, and customer communication channels.
- Drive continuous improvement in the customer experience.
2. Coordination Between Customer Care & Kitchen
- Ensure timely, accurate transmission of orders to the kitchen.
- Communicate stock-outs, special requests, and priority orders in real time.
- Support kitchen teams during high-volume periods to avoid errors and delays.
- Ensure Customer Care and Kitchen work in sync, especially during peak hours.
3. SOP Enforcement & Quality Control
- Enforce all service, kitchen coordination, order processing, and escalation SOPs.
- Conduct daily audits and checks on team adherence.
- Identify root causes of recurring issues and implement corrective actions.
- Ensure full compliance with promotions, order accuracy, and packing standards.
4. Operational Leadership
- Lead daily briefs with both Customer Care and Kitchen.
- Track team performance, order turnaround time, and service accuracy.
- Escalate disciplinary or operational issues when necessary.
- Provide operational leadership during busy periods.
5. Team Development
- Coach, motivate, and hold team leaders accountable.
- Support HR with training, onboarding, and performance management.
- Provide continuous feedback to improve staff competence and discipline.
Qualifications & Experience
Minimum Requirements (Must Have):
- Strong, proven experience (minimum 3 years) in:
- Customer service leadership, and/or
- Food service, catering, restaurant, or hospitality operations, and
- Managing teams in a fast-paced environment
- Excellent communication, coordination, and problem-solving skills
- Ability to enforce SOPs and maintain discipline
- Strong leadership and integrity
Academic Qualifications
- A Diploma or Degree in Hospitality, Business, Food Service Management, or related fields is an advantage.
- However, substantial, proven practical experience in a similar role MAY replace academic qualifications.
- This must be clearly demonstrated through:
- Previous positions held
- Work history in similar environments
- References and evidence of performance
Important Notice (PLEASE READ BEFORE APPLYING)
- ONLY applicants who meet the minimum experience requirements should apply.
- Do NOT apply if you do not have strong, relevant experience supervising teams in a hospitality, food service, restaurant, or customer service environment.
- Applications without the required experience will NOT be considered.
This is a senior, hands-on operational role — not an entry-level position.
Personality Traits We Are Looking For
- Assertive and confident
- Organized and self-driven
- Calm under pressure
- Strong decision-making ability
- High work ethic and integrity
- Able to lead diverse teams
- Passionate about customer experience
Why Join Okavango Foods?
- Work in a growing and innovative food manufacturing company
- Lead two key operational areas (Customer Service & Kitchen Coordination)
- Build systems, improve service, and make visible impact
- Growth and advancement opportunities
Work Hours: 8
Experience in Months: 36
Level of Education: associate degree
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