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.

Crown Peak Games Limited

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