Customer Care Supervisor

Job description

Do you have what it takes to lead under pressure, inspire a team, and set a new standard in customer service?
Okavango Foods is seeking a seasoned and principled Customer Care Supervisor to lead our front-line service team. This is a high-responsibility leadership role that demands maturity, integrity, and hands-on experience in resolving customer complaints, managing team dynamics, and driving service excellence in a fast-paced, high-volume environment.

We are seeking a candidate with strong character who is firm yet fair, with the ability to make decisive decisions, mentor others, and promote accountability across the customer care team.

Key Responsibilities

Supervise, coach, and motivate customer care agents to meet daily, weekly, and monthly performance goals.
Handle escalated customer complaints with professionalism, urgency, and empathy.
Ensure all shifts deliver high-quality service through adherence to scripts, protocols, and service standards.
Enforce discipline and manage performance based on KPIs and structured feedback.
Conduct regular training, team meetings, and one-on-one reviews to build capacity and morale.
Coordinate with operations, sales, and logistics to ensure smooth resolution of issues and customer satisfaction.
Ensure daily end-of-shift reports and complaint logs are properly compiled and submitted.
Set the tone for a culture of excellence, resilience, and integrity in the department.

Qualifications and Experience

Diploma or Degree in Business Administration, Customer Service, Communications, or related field.
Minimum 3 years of supervisory experience in customer service or call center environments.
Proven ability to lead under pressure, manage conflict, and resolve complex customer issues.
Strong interpersonal skills and ability to work with diverse teams and personalities.
Experience in food industry or fast-paced retail environment is an added advantage.
Excellent verbal and written English; Bemba or Nyanja fluency is a plus.
Strong computer literacy – experience with ERP systems and social media customer care tools is a plus.What We Are Looking For

We’re looking for a leader, not a manager — someone who models professionalism, holds the team to high standards, and knows how to handle tough conversations with grace and firmness. If you’re ready to leave excuses behind, own your leadership, and make a lasting impact, we want to hear from you.