Job Details

Job Description

Do you have what it takes to lead under pressure, inspire a team, and set a new standard in customer service?
Okavango Foods is seeking a seasoned and principled Customer Care Supervisor to lead our front-line service team. This is a high-responsibility leadership role that demands maturity, integrity, and hands-on experience in resolving customer complaints , managing team dynamics, and driving service excellence in a fast-paced, high-volume environment.

We are seeking a candidate with strong character who is firm yet fair , with the ability to make decisive decisions , mentor others, and promote accountability across the customer care team.

Key Responsibilities

• Supervise, coach, and motivate customer care agents to meet daily, weekly, and monthly performance goals.
• Handle escalated customer complaints with professionalism, urgency, and empathy.
• Ensure all shifts deliver high-quality service through adherence to scripts, protocols, and service standards.
• Enforce discipline and manage performance based on KPIs and structured feedback.
• Conduct regular training, team meetings, and one-on-one reviews to build capacity and morale.
• Coordinate with operations, sales, and logistics to ensure smooth resolution of issues and customer satisfaction.
• Ensure daily end-of-shift reports and complaint logs are properly compiled and submitted.
• Set the tone for a culture of excellence, resilience, and integrity in the department.

Qualifications and Experience

• Diploma or Degree in Business Administration, Customer Service, Communications, or related field.
• Minimum 3 years of supervisory experience in customer service or call center environments.
• Proven ability to lead under pressure , manage conflict, and resolve complex customer issues.
• Strong interpersonal skills and ability to work with diverse teams and personalities.
• Experience in food industry or fast-paced retail environment is an added advantage.
• Excellent verbal and written English ; Bemba or Nyanja fluency is a plus.
  Strong computer literacy – experience with ERP systems and social media customer care tools is a plus. What We Are Looking For

We’re looking for a leader, not a manager — someone who models professionalism, holds the team to high standards, and knows how to handle tough conversations with grace and firmness . If you’re ready to leave excuses behind, own your leadership, and make a lasting impact , we want to hear from you.