Customer Service Officer

Customer Service Officer Jobs in Lusaka at M Finance

M Finance, operating as Madison Finance Company Limited and accredited by the Bank of Zambia (BOZ), is inviting applications for the position of Customer Service Officer based in Lusaka, Zambia. This role is ideal for candidates seeking customer service officer jobs in Lusaka who are committed to delivering exceptional customer experiences while supporting the company’s growth objectives.

About the Customer Service Officer Role

As a Customer Service Officer, you will serve as the first point of contact for clients, providing courteous, professional, and timely assistance across all customer service channels. Your responsibilities will include managing inquiries, resolving complaints, and educating customers on Madison Finance’s products and services. This position is offered on a contract basis and is a critical component in fostering customer satisfaction and loyalty.

Key Responsibilities for Customer Service Officer Jobs in Lusaka

• Deliver professional and courteous service to customers via all designated platforms.
• Assist customers with inquiries and service requests following company policies and standards.
• Respond promptly and accurately to customer complaints and requests, ensuring effective resolution.
• Inform customers about Madison Finance’s products and identify opportunities for cross-selling and up-selling.
• Document and maintain records of customer complaints and service-related data.
• Prepare and submit timely and accurate customer service reports.
• Escalate complex issues to relevant departments and monitor follow-up actions.
• Monitor customer satisfaction levels and contribute to enhancing the overall customer experience.
• Ensure adherence to internal policies, procedures, and regulatory requirements.
• Support continuous improvement initiatives related to customer service processes.
• Perform additional duties as assigned.

Qualifications and Skills

• Grade 12 School Certificate and a Bachelor’s Degree in any business-related field.
• At least one year of experience in customer service within banking, microfinance, or related sectors.
• Strong communication and relationship management skills, with a self-driven and team-oriented approach.
• High integrity, professionalism, and ability to maintain confidentiality.

How to Apply

Interested candidates who meet the above requirements are invited to submit their applications via email to jobs@mfinance.co.zm. Please ensure your application clearly demonstrates your suitability for this customer service officer job in Lusaka.