Employer and vacancy source: KAMKEES TECHNOLOGY LIMITED
Zambia Job Alerts publishes the vacancy details and application instructions for this listing. Use the employer details, deadline and application section below to verify the opportunity before applying.
- EmployerKAMKEES TECHNOLOGY LIMITED
- LocationLusaka, Zambia
- Employer websitezambiajobalerts.com
- Application methodEmail application
- Listing sourceZambia Job Alerts
Key details for this vacancy
- Employer
- KAMKEES TECHNOLOGY LIMITED
- Location
- Lusaka, Zambia
- Posted
- September 2, 2026
- Job type
- Full Time
- Category
- Other
- Application method
- Email application
Website KAMKEES TECHNOLOGY LIMITED
Job description
Customer Service Team Leader
Reports to: Business Director
Role Summary: Serves as the “brain” of the front-line service team, managing complex cases, quality assurance, and on-site operations.
Key Responsibilities:
Escalation Handling: Take full ownership of complex issues, severe complaints, and high-risk cases escalated by CS Officers; provide final solutions within SLA timelines.
Authorization & QA: Exercise approval authority within defined limits (e.g., refunds, compensations); conduct daily call/chat quality inspections and generate performance reports.
On-site Management: Manage team scheduling, attendance, and emergency response (e.g., system downtimes); ensure service continuity.
Initial Review of High-risk Cases: Conduct preliminary fact-finding and evidence preservation for cases involving fraud, financial disputes, or sensitive content before submitting to the Business Director for final review.
Training Support: Translate HQ SOPs into practical local language scripts and conduct drill sessions for the CS Officers.
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