EXTERNAL JOB ADVERT: CUSTOMER SERVICE OFFICER

Organization:  Online Express Limited. Location: Lusaka
Deadline for receiving application: Wednesday, 17th September 2025

Are you passionate about delivering exceptional customer experiences? Do you thrive in fast-paced environments where professionalism, empathy, efficiency, customer centric and leadership matter? If so, we invite you to apply for the role of Customer Service Officer.

ABOUT THE CSO JOB ROLE

As a Customer Service Officer, you will be the frontline ambassador of our business brand, ensuring every client interaction reflects the company commitment to excellence. You will carry out the onboarding processes, resolve customer inquiries with precision, and foster long-term relationships that drive loyalty and growth. This role reports directly to the Customer Services Team Lead and plays a pivotal part in shaping our customer service culture.

KEY RESPONSIBILITIES

1.    Deliver seamless onboarding and orientation for new clients

2.    Resolve customer inquiries across multiple channels with speed and professionalism

3.    Maintain high satisfaction levels through proactive problem-solving

4.    Implement and monitor customer service strategies aligned with business goals

5.    Receive and submit customers feedback to Team Lead to drive continuous improvement

6.    Build strong client relationships and identify growth opportunities

7.    Support team members and collaborate with other departmental staff to enhance performance and engagement

8.    Collaborate across departments to ensure a unified client experience

9.    Champion a culture of accountability, excellence, and innovation within the team

DESIRED QUALIFICATIONS & PERSONAL ATTRIBUTES

• Full Grade 12 Certificate with credits or better in English, Mathematics, and Sciences
• Diploma or higher in Business Administration, Public Administration, Public Relations, or related fields from a recognized institution
• 2 to 3 years of experience in customer service or service-related roles in client facing service industries
• Strong interpersonal and conflict resolution skills
• Excellent communication, reporting, and organizational abilities
• Proven leadership and team coordination capabilities
• Detail-oriented with a customer-first mindset