Customer service manager

  • Full Time
  • Lusaka

LOLC Finance Zambia Limited

Vacancy title:
Customer service manager

[ Type: FULL TIME , Industry: Finance , Category: Management ]

Jobs at:

LOLC Finance Zambia Limited

Deadline of this Job:
Wednesday, April 24 2024

Duty Station:
Within Zambia , Lusaka, South – Central Africa

Job Responsibilities
• Improve customer service experience, create engaged customers

  • Take ownership of customers issues and follow problems through to resolution
    • Set a clear mission and deploy strategies focused towards that mission
    • Develop service procedures, policies and standards
    • Keep accurate records and document customer service actions and discussions
    • Analyse statistics and compile accurate reports
    • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
    • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets
    • Adhere to and manage the approved budget
    • Maintain an orderly workflow according to priorities

    • Bachelor’s degree in Business Administration, Mass Communication, or any business-related field.
    • Minimum 3 years’ work experience in a customer service environment or other related field

  • Reporting, planning, and organizing skills with excellent time management skills.
    • Interpersonal, negotiation, and problem-solving skills
    • Excellent Verbal and written communication skills
    • Analytical thinking with an attention to detail and accuracy
    • Good judgement and conflict management
    • Ability to handle stressful situations appropriately and strong decision-making skills

Interested candidates should send their CVs

To apply for this job email your details to

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