JOB VACANCY: CUSTOMER SERVICE OFFICER

Crown Peak Games Limited, a fast-growing gaming and entertainment company, is seeking a friendly, professional, and customer-focused Customer Service Officer to join our team in Lusaka.

The successful candidate will be responsible for providing excellent customer support, responding to customer enquiries, resolving issues, and ensuring a positive customer experience across our gaming and entertainment services.

KEY RESPONSIBILITIES

• Respond to customer enquiries through phone calls, WhatsApp, social media, and other communication channels.
• Assist customers with enquiries relating to games, tickets, payments, promotions, bonuses, and jackpots.
• Handle and resolve customer complaints professionally and efficiently.
• Provide accurate information about Crown Peak Games products, promotions, and services.
• Record and maintain accurate customer interaction and complaint records.
• Escalate complex customer issues to the relevant department when necessary.
• Follow up on unresolved customer queries to ensure timely resolution.
• Maintain a professional and positive relationship with customers.
• Identify recurring customer issues and provide feedback to management.
• Work closely with the Operations, Marketing, and Technical teams to resolve customer-related issues.
• Assist with other customer service and operational duties as assigned.

QUALIFICATIONS

• Grade 12 Certificate is required.
• Diploma or Bachelor's Degree in Business Administration, Marketing, Customer Service, Communications, or a related field will be an added advantage.
• Additional customer service or communication training/certification is an advantage.

REQUIRED SKILLS

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Good problem-solving and conflict-resolution abilities.
• Ability to remain calm and professional when dealing with difficult customers.
• Good computer literacy and ability to use Microsoft Office and Google Workspace.
• Familiarity with WhatsApp and other digital communication platforms.
• Strong attention to detail and accurate record keeping.
• Good organisational and time-management skills.
• Ability to work independently and as part of a team.
• Professional, friendly, patient, and customer-oriented attitude.

EXPERIENCE

• Previous experience in customer service, call centre, reception, sales, or a similar customer-facing role is preferred.
• Experience handling customer enquiries and complaints will be an added advantage.
• Experience in the gaming, entertainment, telecommunications, media, or related industry will be an added advantage.

• Respond to customer enquiries through phone calls, WhatsApp, social media, and other communication channels.
• Assist customers with enquiries relating to games, tickets, payments, promotions, bonuses, and jackpots.
• Handle and resolve customer complaints professionally and efficiently.
• Provide accurate information about Crown Peak Games products, promotions, and services.
• Record and maintain accurate customer interaction and complaint records.
• Escalate complex customer issues to the relevant department when necessary.
• Follow up on unresolved customer queries to ensure timely resolution.
• Maintain a professional and positive relationship with customers.
• Identify recurring customer issues and provide feedback to management.
• Work closely with the Operations, Marketing, and Technical teams to resolve customer-related issues.
• Assist with other customer service and operational duties as assigned.

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Good problem-solving and conflict-resolution abilities.
• Ability to remain calm and professional when dealing with difficult customers.
• Good computer literacy and ability to use Microsoft Office and Google Workspace.
• Familiarity with WhatsApp and other digital communication platforms.
• Strong attention to detail and accurate record keeping.
• Good organisational and time-management skills.
• Ability to work independently and as part of a team.
• Professional, friendly, patient, and customer-oriented attitude.

• Grade 12 Certificate is required.
• Diploma or Bachelor's Degree in Business Administration, Marketing, Customer Service, Communications, or a related field will be an added advantage.
• Additional customer service or communication training/certification is an advantage.