Customer Service Manager at Zambia Jobs

Job Description

Job Description: Zambia Jobs is looking for a Customer Service Manager to lead our customer service department and ensure the highest level of customer satisfaction. The ideal candidate will be an empathetic leader with excellent problem-solving skills and a passion for delivering exceptional service.

Key Responsibilities:

Lead and manage the customer service team to deliver outstanding support.
Develop customer service policies, procedures, and training materials.
Handle escalated customer inquiries and resolve complaints in a timely manner.
Monitor customer feedback and identify areas for improvement.
Ensure that the team meets KPIs and service standards.

Requirements:

Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Ability to handle stressful situations with professionalism.

Education:

Bachelor’s degree in Business Administration, Communications, or related field.

Skills:

Excellent problem-solving and conflict resolution skills.
Strong organizational and multitasking abilities.
Familiarity with customer service software and CRM systems.

Experience:

At least 3 years of experience in customer service, with at least 1 year in a managerial role.