Job Title: Customer Service Officer.

Grade: ZPSC15.

Unit/Section: Postal Networks.

Reporting Line: Postmasters – Shang’ombo & Kalabo.

Station: Shang’ombo & Kalabo Post Offices.

Town: Shang’ombo & Kalabo.

Type of Employment: Permanent & Pensionable.

Purpose of Role 

To provide frontline customer support by delivering quality postal and financial services, resolving customer inquiries, and promoting ZAMPOST products in order to enhance customer satisfaction, loyalty, and revenue growth.

Duties and Key Responsibilities

1. Provide accurate information on postal, courier, and financial services.
2. Handle customer inquiries and complaints professionally to ensure timely resolution.
3. Promote and cross-sell ZAMPOST products and services.
4. Process mail, parcels, and financial transactions in line with established procedures.
5. Maintain accurate customer and transaction records.
6. Ensure compliance with postal regulations, corporate policies, and service standards.
7. Contribute to continuous improvement through customer feedback and performance monitoring.

Personal Attributes/ Skills

• Strong communication and interpersonal skills.
• Excellent customer service and problem-solving abilities.
• Sales orientation and ability to drive revenue growth.
•  Ability to multitask and work under pressure.
• Proficiency in MS Office and point-of-sale systems.

 Qualifications/Requirements

1. Full Grade Twelve Certificate with at least five (5) credits including English and Mathematics.
2. Diploma in Business Administration, Marketing, or Business Management will be an added advantage.
3. Customer service certification will also be an added advantage.
4. Minimum of two (2) years’ experience in a customer service role, preferably in postal, logistics, or financial services.
5. Must be a resident of Shang’ombo & Kalabo districts.