Job Vacancy – Customer Service Assistant

DS Solar Zambia Limited is inviting applications from suitably qualified, customer-focused and professional candidates for the position of Customer Service Assistant. The successful candidate will support customers across DS Solar’s products and services by handling enquiries, complaints, follow-ups and after-sales support while maintaining high standards of customer care.

Key Responsibilities

• Attend to customer enquiries professionally through telephone, WhatsApp, email, social media and walk-in channels.
• Provide customers with accurate information on DS Solar products, services, prices, promotions and applicable terms and conditions.
• Receive, record and follow up customer complaints until resolution.
• Maintain accurate records of customer enquiries, complaints, feedback and resolutions.
• Conduct customer follow-ups after purchases, deliveries and installations.
• Coordinate customer issues with Sales, Technical, Stores, Accounts and other relevant departments.
• Assist customers with warranty and after-sales service enquiries and ensure cases are properly documented.
• Escalate unresolved or serious customer complaints to the appropriate supervisor or department.
• Monitor response and resolution times and follow up outstanding cases.
• Maintain professional communication and protect confidential customer information.
• Assist in collecting customer feedback and identifying recurring service issues.
• Prepare daily, weekly and monthly customer-service reports for management.
• Promote a positive DS Solar customer experience across all interactions.

Qualifications & Key Requirements

Applicants should possess a Diploma in Business Administration, Marketing, Customer Service, Public Relations or a related field, with relevant practical experience in customer service, front-office operations, sales support or a similar role.

Candidates should have strong verbal and written communication skills, excellent interpersonal and customer-handling abilities, and the ability to remain professional when handling complaints or difficult situations.

Applicants should also demonstrate good computer skills, including Microsoft Word, Excel, email and digital communication platforms. Experience using CRM or customer-support systems will be an added advantage.

The successful candidate should be professional, courteous, organised, attentive to detail, solutions-oriented and able to work under pressure while managing multiple customer enquiries.

How to Apply

Interested candidates should submit a CV and cover letter by email to:

Email: hr@dssolarzambia.org

Important: Only applications submitted by email will be accepted.

Location: Lusaka (Head Office)

DS SOLAR ZAMBIA LIMITED
Solar Energy For All
POWER ON. LIFE ON.

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About the Role

BURN is looking for an exceptional, efficient Customer Service Representative to fill the role. The successful candidate must have experience in customer-facing tasks such as customer care, direct sales, and/or client relationship management.

Duties and Responsibilities

• Manage outbound and inbound phone calls.
• For Outbound – Achieving the daily calls and verification target.
• For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned targets, and CSAT Targets (Q.A Score)
• Ensure 100% follow-up for all dropped/abandoned calls, tickets & any other escalations within 24 hours
• For Digital Care – Observing SLAs for handling all customer issues in all digital platforms. Customer should receive feedback at a maximum of 25min post-escalation.
• Attending all pre-shifts, weekly performance reviews, coaching, and training sessions
• Adherence to call procedure and auto-fail parameters.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Meet personal/customer service team targets and all call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents (Adherence to the proper CRM documentation process)
• Follow communication procedures, guidelines, and policies.
• Take the extra mile to engage customers.

Other Duties and Responsibilities

• Performs other responsibilities, as requested, or assigned by management.
• Performs other miscellaneous duties, as requested, or assigned by management.

Skills and Experience

• Excellent verbal communication and interpersonal skills
• Fluent in English and a common language
• Highly organised, punctual, and professional
• Proactive attitude and takes initiative to problem solve.
• Experience in customer-facing tasks (customer care, direct sales, relationship management, etc)
• Working knowledge & experience in using MS Excel for data analysis and reporting.
• Experience in leadership roles and/or organizing events.

Qualified Female Candidates are encouraged to Apply.

Important Notice

BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).

How to Apply

Interested candidates should submit their application through the official BURN recruitment portal:

Apply for Customer Service Representative – Zambia

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