Customer Experience Officer

Lupiya Financial Services Limited

Unit 1, Counting House, Thabo Mbeki Road, Lusaka, Zambia

WE ARE HIRING

CUSTOMER EXPERIENCE OFFICER

Customer Experience · Lusaka · Full-time (shift work)

About Lupiya

Lupiya Financial Services Limited is a financial institution headquartered in Lusaka, delivering accessible lending and financial services across Zambia. We are seeking a Customer Experience Officer to join our Customer Experience team.

Role Purpose

Reporting to the Customer Experience Manager, the Customer Experience Officer handles incoming and outgoing calls, emails and social media enquiries on behalf of the Company. The role provides information, answers questions, resolves issues and ensures a positive customer experience at every contact, maintaining a high standard of professionalism and service while adhering to Company policies and procedures.

Key Responsibilities

Customer Contact and Query Resolution

• Answer incoming calls, emails and social media enquiries promptly and professionally.
• Listen attentively to customer enquiries and issues, and provide accurate information and solutions.
• Make outbound calls to follow up on customer enquiries, resolve problems and conduct surveys.
• Maintain a positive, customer-focused attitude throughout every interaction.

Complaints and Escalations

• Handle customer complaints, disputes and escalations with patience and empathy.
• Collaborate with team members and supervisors to resolve complex customer issues.

Records and Systems

• Manage and update customer information in the database accurately and promptly.
• Use Company systems and software to access and update customer records, process requests and track issues to closure.

Performance, Quality and Compliance

• Meet or exceed performance targets and key performance indicators, including call volume, resolution time and customer satisfaction scores.
• Adhere to Company policies and procedures on call and email handling, data privacy and quality assurance.

Product Knowledge and Development

• Continuously build product knowledge and stay up to date with Company offerings and promotions.
• Participate in training and coaching sessions to strengthen skills and knowledge.
• Carry out any additional tasks and responsibilities assigned by the supervisor or manager from time to time.

Key Stakeholder Relationships

• Internal: Customer Experience Manager and team; Finance; Products; Credit; Investments; Sales; Payments; Legal; Agency; and Technology.
• External: Customers across all contact channels — telephone, email and social media.

Competencies and Skills

• Excellent verbal and written communication skills.
• Strong customer service orientation and problem-solving ability.
• Ability to handle high call volumes and work effectively in a fast-paced environment.
• Proficiency in using computer systems, including data entry and navigating software applications.
• Good time management and organisational skills.
• Ability to work well both independently and as part of a team.

Qualifications and Requirements

• College diploma or degree in Business, Customer Service or a related field.
• Willingness and availability to work shifts, including night shifts, weekends and public holidays.
• Previous call centre or customer service experience is an added advantage.
• Knowledge of financial services products, and the ability to communicate in at least two to three local languages, will be an added advantage.

How to Apply

Send your CV and a brief cover letter, quoting “Customer Experience Officer” in the subject line, to careers@lupiya.com by 10th October 2026.

Only shortlisted candidates will be contacted. Lupiya Financial Services Limited is an equal opportunity employer; all qualified applicants will be considered on merit.

How to Apply

Apply by emailing: careers@lupiya.com