Customer Success Associate

Job description

About HVGadgets

HVGadgets is Zambia’s fast-growing electronics brand connecting customers with top-quality gadgets from Dubai, China, and local stock.

Our mission: Tech. Convenience. Confidence.

We’re expanding our customer support operations and are hiring a full-time Customer Success Associate to help manage customer communication, order tracking, and service quality across multiple digital channels.

Role Overview

You will be the key link between our customers, operations, and marketing teams – ensuring every order and inquiry is handled promptly, clearly, and professionally.

This is a full-time, in-office role for someone who enjoys solving problems and building customer trust.

Responsibilities
Respond to customer messages via WhatsApp, email, and social media (Meta Business Suite).
Track orders and coordinate with the operations team to ensure timely delivery.
Manage product returns, exchanges, and support tickets.
Document customer interactions in Google Sheets / CRM and prepare weekly reports.
Collect feedback and identify ways to improve the overall customer experience.
Assist with live chat and support ticketing systems.
Requirements
Excellent communication skills in English (written and spoken).
Strong organisation and multitasking ability.
Professional and empathetic tone when dealing with customers.
Experience using Google Workspace and Meta Business Suite.
Must be based in Lusaka and available to work Monday – Friday, 09:00 – 17:00.
Previous experience in customer service, sales, or e-commerce support is an advantage.
Compensation
Starting salary: K3,500/month (first 3 months).
After confirmation: K5,000/month + performance bonuses.
Monthly performance reviews and clear growth opportunities.
How to Apply

Please follow these instructions carefully. Applications that do not follow the steps below will not be considered.

Submit your application through our website: hvgadgets.com/careers
Include your CV and a short written response to this question:
“How would you handle a customer whose order is delayed by 3 days?”
Send a short video or voice introduction (30–60 seconds) to support@hvgadgets.com
Use the subject line: Customer Success Application – [Your Full Name]
In your video, briefly introduce yourself and explain why you’d like to work at HVGadgets.

Applications that don’t include both the website submission and email introduction will be automatically disqualified.

Why This Role Matters

We’re looking for someone who doesn’t just respond to customers — but owns the customer experience.

If you can communicate clearly, stay organised, and care about helping people, this is your chance to grow with a fast-rising tech-driven brand in Zambia.