Service Center Officer

Background

Ignite Energy Access Zambia is seeking skilled and committed professionals to join our dynamic team. We are dedicated to delivering exceptional service and reliable energy solutions to communities across Zambia. This recruitment drive offers multiple opportunities to contribute meaningfully while advancing your career in the energy sector.

Position Description

Job Title: Service Center Officer

Department: Customer Service & Brand

Reporting Line: Regional Service Center Manager

Location: Various

Key Responsibilities:

• Provide an exceptional customer experience to Ignite Access Zambia (IAZ) customers at all times
• Serve as a liaison between the customer and IAZ
• Managing customer credit portfolios and ensuring catch ups are made at every engagement
• Resolve customer requests, questions and complaints while frequently analyzing situations to determine the best use of resources
• Diagnose technical issues with customer units and accessories and support the after-sales service process
• Provide accurate product information to customers
• Supervise and monitor the disbursement of inventory (including accessories) in your Service Centre
• Maintain up-to-date and accurate inventory records for Stock audits
• Provide regular reports on sales, support, inventory, and customer data handling and management
• Receive, assess, ship voluntary and deactivated kits and any damaged swap stock back to HQ within one month of receipt at the Centre.
• Ensure accurate and high-quality information is added into the data system
• Assist with product development through conducting field tests and surveys when required
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/ manager
• Make courtesy calls to IAZ customers as requested
• Ensure all customers have a great end-to-end customer experience
• Managing administrative matters of the Service Center
• duties as and when required by the manager or Head of Department

Knowledge and Skills

Qualifications and experience:

• Tertiary qualification i.e. certificate or diploma in any business related field
• Customer Experience skills/ experience
• Strong product knowledge and troubleshooting skills.
• Excellent written and oral communication skills
• Self-motivated and ability to multitask and work with minimal supervision
• Strong team player, with high work ethics and integrity and interpersonal skills
• Ability to work under pressure and willingness to learn
• Demonstrate a high level of professionalism and integrity

Skills & Attributes

• Proficient with Microsoft Office Suite (Excel, Word, PowerPoint).

Language

• Excellent oral and written English required.
• Proficiency in at least one local Zambian language; more languages are a plus.

Ignite Access is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!

Note: For the Quality Analyst role, candidates fluent in Lunda, Luvale, or Kaonde languages are highly preferred.

Why Join Ignite Energy Access Zambia?

At Ignite Energy Access Zambia, you will be part of a purpose-driven organization focused on powering people and creating opportunities that transform lives. We value your skills and offer an environment where you can grow professionally while making a tangible impact on communities in Lusaka, Mwinilunga, and beyond.

How to Apply

Application Details for Ignite Energy Access Jobs in Zambia

Application Deadline: 30 September 2026

To apply, please submit the following documents via mail:

• Curriculum Vitae (CV)
• Cover Letter

Please specify your preferred work location in your application.

Apply by emailing: hr_zambia@igniteaccess.com