Customer Service Specialist at Newrest Zambia Ltd

Job Description

Employment Opportunity- Customer Service Specialist

Location: Lusaka, Zambia

Company: Newrest Zambia Ltd

Industry: Airline Catering & Hospitality

Contract Type: Full-Time

Join Our Dynamic Team at Newrest Zambia!

Are you passionate about delivering world-class customer service? Do you thrive in fast-paced environments where precision, communication, and excellence are key? Newrest Zambia Ltd is looking for a proactive and results-driven Customer Service Specialist to champion client satisfaction, ensure service excellence, and drive customer success across our operations.

Key Responsibilities

As Customer Service Specialist, you will be the key liaison between Newrest and its airline clients, ensuring we consistently deliver on our service promises. Your responsibilities will include:

Building and maintaining strong, long-term customer relationships.
Coordinating with cross-functional teams (Production, Bondstore, Finance, Procurement) to meet client expectations.
Leading weekly food testing, equipment audits, and flight service inspections.
Managing customer feedback and ensuring timely resolution of complaints.
Overseeing spec updates, menu changes, and inventory reports.
Monitoring SLAs, invoicing accuracy, and flight schedules.
Preparing detailed account reports and airline quality trackers.
Conducting ramp visits and spot checks to verify service delivery.
Coordinating charter flights and tender processes.
Supporting P&L and costing processes.
Upholding HSE standards in line with company policy.

What You will Need

Minimum Qualification: Diploma in Marketing, Customer Relations, or a related field.
Experience: At least 3 years in a customer service or key account management role, preferably in a fast-moving service or aviation environment.
Skills: Excellent communication, assertiveness, planning, and coordination.
Competencies: Strong customer focus, leadership, attention to detail, and problem-solving ability.

Why Join Newrest Zambia?

At Newrest, we serve more than just meals, we serve excellence. Be part of a global leader in catering and logistics solutions and help shape memorable customer experiences every day. If you’re ready to make an impact and grow your career in an exciting, international company, we’d love to hear from you