About Dorset

Dorset is a growing financial institution providing lending solutions to individuals and SMEs across Zambia. Guided by our values of integrity, excellence, and client focus, we are committed to delivering simple, transparent, and customer-centred financial services that empower people and businesses to grow.

As we expand our footprint on the Copperbelt, we are looking for a professional, organised, and service-oriented Customer Service Assistant to join our Kitwe branch team.

Purpose of the Role

The Customer Service Assistant will serve as a key point of contact for clients, providing outstanding front-line service and administrative support to ensure efficient branch operations. The role requires a friendly and professional individual with strong communication skills and a passion for delivering excellent customer experiences.

Key Responsibilities

Serve as the first point of contact for all clients and visitors, ensuring a warm, professional, and efficient experience.
Provide accurate information about Dorset’s products and services to clients and prospective customers.
Support the loan officers in customer onboarding, documentation, and loan processing activities.
Maintain customer records, ensuring all information is correctly captured and securely stored.
Handle customer complaints or queries courteously and escalate unresolved issues to the Branch Manager.
Manage the reception area to ensure it reflects Dorset’s professional image at all times.
Assist with general administrative duties including filing, correspondence, and scheduling client meetings.
Support marketing and client engagement initiatives within the branch.

Qualifications and Experience

Diploma or Certificate in Secretarial Studies, Business Administration, Marketing, Banking & Finance, or a related field.
Minimum of 2 years’ experience in customer service, reception or front-office operations, preferably in financial services.
Strong verbal and written communication skills.
Excellent communication and interpersonal skills.
Strong telephone etiquette and professional appearance.
Basic computer literacy (Microsoft Word, Excel, and Outlook).
Experience in a financial institution will be an added advantage.

Key Attributes

Passionate about delivering outstanding customer experiences.
Friendly, approachable, and confident.
Organised and detail-oriented with good time management skills.
Strong problem-solving and multitasking abilities.
Team player with a positive, proactive attitude.

Why Join Dorset?

Be part of a reputable and expanding financial institution.
Work in a supportive, professional, and growth-oriented environment.
Opportunity for career advancement within the Dorset network.

How to Apply

Interested candidates should submit their CV and a brief cover letter to dorsetcapital.zm@gmail.com with the subject line:

Customer Service Assistant – Kitwe

Deadline for applications: 12 November 2025

Dorset Zambia

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