CUSTOMER CARE Leader

CUSTOMER CARE Leader is available at KAMKEES TECHNOLOGY LIMITED in Lusaka, Zambia. Review the job description, requirements, closing date and application details below.

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Customer Service Team Leader Reports to: Business Director Role Summary: Serves as the “brain” of the front-line service team, managing complex cases, quality assurance, and on-site operations. Key Responsibilities: Escalation Handling: Take full ownership of complex issues, severe complaints, and high-risk cases escalated by CS Officers; provide final solutions within SLA timelines. Authorization & QA: Exercise approval authority within defined limits (e.g., refunds, compensations); conduct daily call/chat quality inspections and generate performance reports. On-site Management: Manage team scheduling, attendance, and emergency response (e.g., system downtimes); ensure service continuity. Initial Review of High-risk Cases: Conduct preliminary fact-finding and evidence preservation for cases involving fraud, financial disputes, or sensitive content before submitting to the Business Director for final review. Training Support: Translate HQ SOPs into practical local language scripts and conduct drill sessions for the CS Officers. Application email: 531172624@qq.com

Requirements

See job description.

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