Job Title: Customer Service Officer
Unit/Section: Postal Networks
Reporting Line: Postmaster – Mbala
Station: Mbala Post Office
Town: Mbala
Type of Employment: Permanent & Pensionable
Purpose of Role
To provide frontline customer support by delivering quality postal and financial services, resolving customer inquiries, and promoting ZAMPOST products in order to enhance customer satisfaction, loyalty, and revenue growth.
Duties and Key Responsibilities
- Provide accurate information on postal, courier, and financial services.
- Handle customer inquiries and complaints professionally to ensure timely resolution.
- Promote and cross-sell ZAMPOST products and services.
- Process mail, parcels, and financial transactions in line with established procedures.
- Maintain accurate customer and transaction records.
- Ensure compliance with postal regulations, corporate policies, and service standards.
- Contribute to continuous improvement through customer feedback and performance monitoring.
Personal Attributes/ Skills
- Strong communication and interpersonal skills.
- Excellent customer service and problem-solving abilities.
- Sales orientation and ability to drive revenue growth.
- Ability to multitask and work under pressure.
- Proficiency in MS Office and point-of-sale systems.
Qualifications/Requirements
- Full Grade Twelve Certificate with at least five (5) credits including English and Mathematics.
- Diploma in Business Administration, Marketing, or Business Management will be an added advantage.
- Customer service certification will also be an added advantage.
- Minimum of two (2) years’ experience in a customer service role, preferably in postal, logistics, or financial services.
- Must be a resident of Mbala district.
Mode of application
Applications with detailed CVs, cover letter and certified copies of academic and professional qualifications should be submitted in a sealed envelope clearly marked “APPLICATION FOR CUSTOMER SERVICE OFFICER – MBALA” and addressed to:
The Director Human Capital & Administration
Zambia Postal Services Corporation
P.O Box 71845
Corner of Church/Cairo Road
LUSAKA
Or emailed as Single PDF to: recruitments@zampost.com.zm with a subject line which reads “APPLICATION FOR CUSTOMER SERVICE OFFICER – MBALA.”
The Deadline for receiving applications is Wednesday 18th February, 2026.
ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED FOR INTERVIEWS.
