Re-advertised Manager – Customer Service

  • Full Time
  • Lusaka

Zambia Medicines and Medical Supplies Agency

Vacancy title:

Re-advertised Manager – Customer Service

[ Type: FULL TIME , Industry: Public Administration, and Government , Category: Management ]

Jobs at:

Zambia Medicines and Medical Supplies Agency

Deadline of this Job:

Tuesday, March 05 2024

Duty Station:

Within Zambia , Lusaka, South – Central Africa


Main Job Purpose

To manage the Agency’s Customer Service function and liaise with stakeholders in the public health

sector to attain customer satisfaction.

Main Responsibilities:

  • Manages periodically the development, implementation, and review of policies to ensure adherence to standards.
  • Manages efficiently, the resolution of customer complaints, queries and monitors information through Profiling Complaints and Queries to attain customer satisfaction.
  • Ensures capture of all data on customer complaints and queries from customers and ensures maintenance of the database.
  • Manages effectively, the receipt, review, and processing of orders for medicines and medical supplies from health facilities to ensure the accurate picking, packing, staging, loading and distribution.
  • Effectively manages liaison with stakeholders regarding reports or feedback to promote and sustain exemplary customer service.
  • Manages, timely, preparation of the departmental budget to facilitate timely acquisition of resources and implementation of programmes.
  • Manages effectively, the monitoring and evaluation of the implementation of the programmes to assess the impact on service delivery and provide appropriate interventions.
  • Manages timely, the preparation of departmental, quarterly, and annual reports to
  • facilitate informed decision-making.
  • Manages effectively, the development of work plans and implementation of the Performance Management System (PMS) to monitor and evaluate performance.
  • Manages effectively, human and other material resources in order to facilitate achievement of departmental objectives.

Communications skills.

Written Skills

  • Able to write strategic, operational, and analytical papers.

Oral Skills

  • Able to communicate fluently in English.

Other Skills / Attributes required.

  • Leadership and team building skills.
  • Integrity
  • Tact and Diplomacy
  • Interpersonal skills

Staff Management

  • Supervises, coaches, motivates, trains/develops, disciplines, and appraises performance of staff to ensure staff engagement and optimum performance.
  • Ensures delegation is conducted properly that each service allocation is adequately managed, staffed, and resourced.

Academic qualification and work experience required.

  • Full Grade 12 School Certificate
  • A minimum of bachelor’s degree in Pharmacy, Public Health, Logistics or equivalent.
  • Must be a member of a relevant professional body.
  • Minimum of 6 years’ relevant work experience in a similar role
  • Experience in the Pharmaceutical Supply Chain sector will be an added advantage

Work Hours: 8

Experience in Months: 72

Level of Education: Bachelor Degree

Interested candidates should send their CV

To apply for this job email your details to

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