Customer Care Officer

Job description

Osho Chemical Industries Limited — …We grow with you!

Position: Customer Care Officer
Deadline: 30th September 2026

Role Purpose: Ensure excellent customer service offered to our customers, which will lead to consistency in customer delivery, customer satisfaction, customer retention, improve sales, and growth of the company.

Key Responsibilities:

1. Handle all clients and customer-related issues through phone calls, SMS, social media, WhatsApp, LinkedIn & email.
2. Management and effective use of CRM on all issues pertaining to customers.
3. Co-ordinate all escalation and monitoring of all active and pending cases including tasks on CRM.
4. Follow up on resolving product and service problems by clarifying the customer’s complaint, determining the root cause, and providing feedback/follow-up as per the Escalation matrix/SLA form.
5. Effective communication with our customers on stock availability, box packing, price lists, new packs, and products.
6. Manage Customer Relationship Management (CRM) queue.
7. Assist customers with all enquiries and complaints via phone, email, social media (WhatsApp or Facebook), SMS, and webchat.
8. Follow up on resolving product and customer service issues with relevant departments to ensure fast delivery as per the Service Level Agreement (SLA).

Key Qualifications:

• Bachelor’s Degree or Diploma in Agriculture, Marketing, Horticulture, Business Administration, or a related field.
• At least three (3) years of working experience in Agricultural Industries, Customer Service in a high call traffic environment, targeting lower and middle income groups.

How to Apply:

Send your CV to: hr.recruitzm@oshozambia.com
Subject Line: CUSTOMER CARE OFFICER
Deadline: 30th September 2026

Contact Details:
Address: P.O. Box 240145, Malambo Road, Lusaka, Zambia
WhatsApp: (+260) 0975140661 | Tel: (+260) 0955 284471
Website: www.oshochem.com