Customer Service Officer
2025-06-22T18:43:19+00:00
Yamishi Business Solutions
https://cdn.greatzambiajobs.com/jsjobsdata/data/employer/comp_9082/logo/Yamishi%20Business%20Solutions.jpeg
https://yamishibusinesssolutions.com/
FULL_TIME
Lusaka
Lusaka
10101
Zambia
Consulting
Customer Service
2025-07-18T17:00:00+00:00
Zambia
8
Job Summary
Our client in the food processing industry is looking for a proactive and detail-oriented Customer Service Officer to help ensure exceptional service delivery and customer satisfaction. This role involves supervising customer care processes, supporting a team of agents, and minimizing service-related risks such as miscommunication, missed orders, and customer dissatisfaction. The ideal candidate is a strong communicator, organized, and eager to grow in a dynamic, customer-focused environment.
Key Responsibilities
1. Team Supervision
- Support and oversee daily activities of customer care agents.
- Ensure adherence to service policies, procedures, and response time standards.
- Monitor customer interactions (calls, chats, walk-ins) to spot potential issues early.
2. Complaint Management
- Handle escalated or sensitive complaints to ensure resolution and customer satisfaction.
- Assist in managing the escalation process for high-impact cases to reduce customer churn.
3. Order Management
- Accurately input customer orders into the ERP system and verify large or multi-day orders.
- Maintain the Kitchen Diary, ensuring orders are tracked and matched to system entries.
- Coordinate with kitchen staff to assign orders and track completion/delivery times.
4. Performance and Training Support
- Assist in tracking agent performance and identifying areas for improvement.
- Participate in training sessions focused on customer service skills and risk management.
5. Data Integrity & Reporting
- Ensure accurate and up-to-date data across CRM, ERP, and Kitchen Diary systems.
- Record customer interactions, complaints, and resolutions to support continuous improvement.
6. Policy Compliance
- Promote adherence to customer service policies, procedures, and daily operational checklists.
- Support enforcement of compliance standards and address non-compliance proactively.
7. Additional Responsibilities
- Take on other duties as assigned to support the customer service team and organizational goals.
Key Skills & Requirements
- Diploma or Bachelor’s degree in Business Administration, Communication, or related field.
- Strong communication and interpersonal skills.
- Basic knowledge of CRM or ERP systems (training will be provided).
- Ability to multitask and stay organized in a fast-paced environment.
- Eagerness to learn and grow in a customer service role.
1. Team Supervision Support and oversee daily activities of customer care agents. Ensure adherence to service policies, procedures, and response time standards. Monitor customer interactions (calls, chats, walk-ins) to spot potential issues early. 2. Complaint Management Handle escalated or sensitive complaints to ensure resolution and customer satisfaction. Assist in managing the escalation process for high-impact cases to reduce customer churn. 3. Order Management Accurately input customer orders into the ERP system and verify large or multi-day orders. Maintain the Kitchen Diary, ensuring orders are tracked and matched to system entries. Coordinate with kitchen staff to assign orders and track completion/delivery times. 4. Performance and Training Support Assist in tracking agent performance and identifying areas for improvement. Participate in training sessions focused on customer service skills and risk management. 5. Data Integrity & Reporting Ensure accurate and up-to-date data across CRM, ERP, and Kitchen Diary systems. Record customer interactions, complaints, and resolutions to support continuous improvement. 6. Policy Compliance Promote adherence to customer service policies, procedures, and daily operational checklists. Support enforcement of compliance standards and address non-compliance proactively. 7. Additional Responsibilities Take on other duties as assigned to support the customer service team and organizational goals.
Diploma or Bachelor’s degree in Business Administration, Communication, or related field. Strong communication and interpersonal skills. Basic knowledge of CRM or ERP systems (training will be provided). Ability to multitask and stay organized in a fast-paced environment. Eagerness to learn and grow in a customer service role.
No Requirements
JOB-68584ec70a15e
Vacancy title:
Customer Service Officer
[Type: FULL_TIME, Industry: Consulting, Category: Customer Service]
Jobs at:
Yamishi Business Solutions
Deadline of this Job:
Friday, July 18 2025
Duty Station:
Lusaka | Lusaka | Zambia
Summary
Date Posted: Sunday, June 22 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Job Summary
Our client in the food processing industry is looking for a proactive and detail-oriented Customer Service Officer to help ensure exceptional service delivery and customer satisfaction. This role involves supervising customer care processes, supporting a team of agents, and minimizing service-related risks such as miscommunication, missed orders, and customer dissatisfaction. The ideal candidate is a strong communicator, organized, and eager to grow in a dynamic, customer-focused environment.
Key Responsibilities
1. Team Supervision
- Support and oversee daily activities of customer care agents.
- Ensure adherence to service policies, procedures, and response time standards.
- Monitor customer interactions (calls, chats, walk-ins) to spot potential issues early.
2. Complaint Management
- Handle escalated or sensitive complaints to ensure resolution and customer satisfaction.
- Assist in managing the escalation process for high-impact cases to reduce customer churn.
3. Order Management
- Accurately input customer orders into the ERP system and verify large or multi-day orders.
- Maintain the Kitchen Diary, ensuring orders are tracked and matched to system entries.
- Coordinate with kitchen staff to assign orders and track completion/delivery times.
4. Performance and Training Support
- Assist in tracking agent performance and identifying areas for improvement.
- Participate in training sessions focused on customer service skills and risk management.
5. Data Integrity & Reporting
- Ensure accurate and up-to-date data across CRM, ERP, and Kitchen Diary systems.
- Record customer interactions, complaints, and resolutions to support continuous improvement.
6. Policy Compliance
- Promote adherence to customer service policies, procedures, and daily operational checklists.
- Support enforcement of compliance standards and address non-compliance proactively.
7. Additional Responsibilities
- Take on other duties as assigned to support the customer service team and organizational goals.
Key Skills & Requirements
- Diploma or Bachelor’s degree in Business Administration, Communication, or related field.
- Strong communication and interpersonal skills.
- Basic knowledge of CRM or ERP systems (training will be provided).
- Ability to multitask and stay organized in a fast-paced environment.
- Eagerness to learn and grow in a customer service role.
Work Hours: 8
Experience: No Requirements
Level of Education: associate degree
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