Customer Experience & Confirmation Officer

Job description

Job Description:

Location: Zambia (Lusaka and/or serviceable locations, depending on operational requirements)

Department: Customer Experience / Operations

Job Purpose

– To convert incoming leads into accurate, deliverable orders by verifying customer and order details, maintaining complete records, and following each order through to its verified final outcome. The role combines customer service, telephone sales discipline and accurate recordkeeping.

Key Responsibilities

– Contact newly assigned leads within the agreed response time and follow up consistently.

– Verify the customer’s name, reachable telephone number, exact product, quantity, selling price and Cash on Delivery (COD) amount.

– Capture a complete delivery location, including landmarks, preferred delivery time and an alternative contact where available.

– Confirm that the customer is available, understands the order and is ready to pay; answering a call alone does not constitute a confirmed order.

– Identify duplicate orders, including cases where a customer has ordered similar products from different sellers.

– Maintain one MFT order reference, an accurate current status and complete notes for every order.

– Coordinate dispatch readiness with Operations and support conversion to Pick-Up, Drop-Off (PUDO) points where appropriate.

– Follow up on unreachable customers, rescheduled deliveries and failed-delivery cases within defined timelines.

– Escalate misleading advertising, incorrect prices, product complaints and recurring delivery issues.

– Protect customer information and merchant confidentiality and submit accurate daily reports.

Minimum Requirements

– 12–24 months’ experience in telesales, a call centre, customer service, e-commerce or order confirmation.

– Strong spoken and written English.

– Strong working ability in Nyanja and/or Bemba; additional Zambian languages are an advantage.

– Confident use of Google Sheets, WhatsApp Business and web-based order systems.