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Customer Service Team Leader Reports to: Business Director Role Summary: Serves as the “brain” of the front-line service team, managing complex cases, quality assurance, and on-site operations. Key Responsibilities: Escalation Handling: Take full ownership of complex issues, severe complaints, and high-risk cases escalated by CS Officers; provide final solutions within SLA timelines. Authorization & QA: Exercise approval authority within defined limits (e.g., refunds, compensations); conduct daily call/chat quality inspections and generate performance reports. On-site Management: Manage team scheduling, attendance, and emergency response (e.g., system downtimes); ensure service continuity. Initial Review of High-risk Cases: Conduct preliminary fact-finding and evidence preservation for cases involving fraud, financial disputes, or sensitive content before submitting to the Business Director for final review. Training Support: Translate HQ SOPs into practical local language scripts and conduct drill sessions for the CS Officers.
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🎯 Responsabilités JOB VACANCY: CUSTOMER SERVICE OFFICER Crown Peak Games Limited, a fast growing gaming and entertainment company, is seeking a friendly, professional, and customer focused Customer Service Officer to join our team in Lusaka . The successful candidate will be responsible for providing excellent custome
Crown Peak Games Limited, a fast growing gaming and entertainment company, is looking for a friendly, professional, and customer focused Customer Service Officer to join our team in Lusaka. The successful candidate will be responsible for providing excellent customer support, responding to customer enquiries, resolving
🎓 Formation / Diplômes Customer Service Officer Reports to: Customer Service Team Leader Role Summary: The face of the company, responsible for accurately executing standard procedures and handling daily client inquiries. Key Responsibilities: Inquiry Handling Identity Verification: Respond to customer inquiries via A