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 customer support, responding to customer enquiries, resolving issues, and ensuring a positive customer experience across our gaming and entertainment services.
KEY RESPONSIBILITIES
- Respond to customer enquiries through phone calls, WhatsApp, social media, and other communication channels.
- Assist customers with enquiries relating to games, tickets, payments, promotions, bonuses, and jackpots.
- Handle and resolve customer complaints professionally and efficiently.
- Provide accurate information about Crown Peak Games products, promotions, and services.
- Record and maintain accurate customer interaction and complaint records.
- Escalate complex customer issues to the relevant department when necessary.
- Follow up on unresolved customer queries to ensure timely resolution.
- Maintain a professional and positive relationship with customers.
- Identify recurring customer issues and provide feedback to management.
- Work closely with the Operations, Marketing, and Technical teams to resolve customer-related issues.
- Assist with other customer service and operational duties as assigned.
QUALIFICATIONS
- Grade 12 Certificate is required.
- Diploma or Bachelor's Degree in Business Administration, Marketing, Customer Service, Communications, or a related field will be an added advantage.
- Additional customer service or communication training/certification is an advantage.
REQUIRED SKILLS
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Good problem-solving and conflict-resolution abilities.
- Ability to remain calm and professional when dealing with difficult customers.
- Good computer literacy and ability to use Microsoft Office and Google Workspace.
- Familiarity with WhatsApp and other digital communication platforms.
- Strong attention to detail and accurate record keeping.
- Good organisational and time-management skills.
- Ability to work independently and as part of a team.
- Professional, friendly, patient, and customer-oriented attitude.
EXPERIENCE
- Previous experience in customer service, call centre, reception, sales, or a similar customer-facing role is preferred.
- Experience handling customer enquiries and complaints will be an added advantage.
- Experience in the gaming, entertainment, telecommunications, media, or related industry will be an added advantage.
HOW TO APPLY
Interested candidates who meet the above requirements should submit their CV and a brief cover letter to: laizalk@yahoo.com
Please use "Customer Service Officer" as the subject of your application.
Only shortlisted candidates will be contacted.
