The Assistant Level 1 – Customer Experience is responsible in supporting the effective handling of customer complaints and feedback. This role plays an important part in improving service quality, ensuring timely resolution, and supporting a positive customer experience across the organisation. The position also includes administrative and data-related tasks within the Customer Experience team.
Responsibility
Receive, acknowledge, and log customer complaints accurately and on time
Handle customer queries and concerns in a professional and respectful manner
Apply complaint-handling procedures and meet all service level requirements
Aim to resolve customer issues at first contact whenever possible
Maintain accurate and up-to-date complaint records and supporting documents
Review data during remediation activities and flag errors to prevent recurrence
Support MCIB-related reviews and follow-ups within agreed deadlines
Provide clear information about products and services to customers
Work closely with internal teams and key contacts to support resolutions
Contribute positively as a team member and follow assigned schedules
Adapt to changing priorities in a fast-paced service environment
Attend required training to stay informed about products, services, and policies
Profile
A degree in Finance, Marketing, or related field
1–2 years of experience in a similar role; project management experience is a plus
Fast and accurate typing and data entry skills
Excellent customer service
Strong phone and verbal communication skills in both English and French
Good at multitasking, prioritizing, and managing time
Strong analytical and research skills
Creative thinker with attention to detail
Confident using Microsoft Office tools (Excel, Word, PowerPoint)
Originally posted on WakandaJobs.com - Source: www.wakandajobs.com
Follow Wakanda Jobs Zambia on WhatsApp
