Customer Services Manager (1 Position)

Job description

Mulonga Water Supply and Sanitation Company Limited provides water and sanitation services in Chingola, Mufulira and Chililabombwe and is inviting applications from suitably qualified candidates.

PURPOSE OF THE JOB
Develop objectives for the call centre’s day-to-day activities, plan resources to maximise productivity, and collect and analyse call-centre statistics, complaints, resolution times and caller waiting times.

MAIN ACCOUNTABILITIES
• Develop objectives for daily call-centre activities and analyse customer-service metrics.
• Budget and track expenses.
• Hire, coach and train personnel to maintain high customer-service standards.
• Monitor and improve telephone-handling and related procedures.
• Evaluate performance using accuracy, call-waiting time and other key metrics.
• Develop and implement customer-service policies and procedures.
• Review customer-service contracts and oversee agreed service levels and standards.
• Direct daily team operations; plan, prioritise and delegate work.
• Review complaints, track resolution and handle complex or escalated issues.
• Monitor reporting and database accuracy.
• Analyse data to determine customer-service outputs.
• Improve service quality, productivity and profitability.
• Identify and address staff training and coaching needs.

KNOWLEDGE AND SKILL REQUIREMENTS
• Full Grade 12 School Certificate with merit in English.
• Degree in a business-related course.
• Minimum five years’ post-qualification experience in a similar role.
• Knowledge of performance evaluation and customer-service metrics.
• Solid understanding of reporting and budgeting procedures.
• Basic financial-analysis experience, including cost-effectiveness and cost-benefit analysis.
• Proficiency in Microsoft Office and call-centre equipment/software.
• Outstanding communication, interpersonal, organisational, leadership and problem-solving skills.
• Ability to drive a manual motor vehicle.

How to Apply
Submit your application together with a comprehensive CV as one document, including your contact telephone number, copies of certificates and the names of three referees, to [email protected] by 30 August 2026. Use your name and the position being applied for in the email subject.

Address applications to:
The Director Human Resources and Administration
Mulonga Water Supply and Sanitation Company Limited
Plot No. 15438, Mulonga House, Lulamba Road
P.O. Box 11712
Chingola

Only shortlisted candidates will be contacted. Female candidates are especially encouraged to apply.