Customer Service Officer – Lusaka

About the role

The role focuses on delivering excellent customer service to SACCO members in Lusaka, ensuring prompt resolution of queries, complaints and service requests. It also involves supporting marketing initiatives, member recruitment, and financial literacy programmes to strengthen the cooperative’s growth.

Key responsibilities

• Provide high‑quality customer service and resolve member inquiries, complaints and service requests efficiently.
• Develop and implement marketing strategies to increase SACCO visibility and attract new members.
• Drive continuous member recruitment and maintain an accurate membership database.
• Design and deliver financial literacy programmes for members.
• Monitor and evaluate SACCO products and services, recommending appropriate interventions.
• Support the implementation and periodic review of credit policies.
• Develop work plans and assist with performance monitoring and evaluation.
• Effectively manage resources assigned to the function.

Required profile

• Full Grade 12/Form 5 Certificate.
• Degree in Business Administration, Marketing, Customer Service or a related field.
• Master’s degree in a relevant field (advantageous).
• Minimum of four (4) years of relevant work experience.

Required skills