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Customer Services Manager – North job at National Pension Scheme Authority
national pension scheme authority
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87 Days Ago
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Vacancy title:
Customer Services Manager – North

[ Type: FULL TIME , Industry: Business Management and Administration , Category: Customer Service ]

Jobs at:

National Pension Scheme Authority

Deadline of this Job:
Monday, February 24 2025 

Duty Station:
Within Zambia , Lusaka, South - Central Africa

Summary
Date Posted: Wednesday, February 12 2025, Base Salary: Not Disclosed

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Learn more about National Pension Scheme Authority
National Pension Scheme Authority jobs in Zambia

JOB DETAILS:
Job Description
The Customer Service Manager implements the customer service strategy, policy and procedures, to ensure the services provided by the section are compliant and support the overall NAPSA strategy.
The position monitors and coordinates compliance with the customer service charter, trains users on customer support tools and processes for enhanced efficiency in the delivery service, and coordinates the delivery of customer service across the northern region.

Key Responsibilities
• Coordinate the implementation of the section work plan in the region to ensure the customer service operations of the section are aligned with the section strategy.
• Monitor the implementation of the customer service policies and procedures in order to identify gaps and recommend solutions to ensure NAPSA is minimally exposed to risks associated with noncompliance.
• Provide training on customer support tools and processes to users in order to create a customer-conscious culture at NAPSA.
• Establish Key Performance Indicators to ensure attention is focused on the right key areas for optimum utilisation of resources in a bid to successfully implement the customer plan.
• Monitor compliance with the customer service policy and charter by users to ensure gaps in compliance are identified and addressed in order to raise the NAPSA customer satisfaction index.
• Coordinate consumer market research activities for NAPSA to enable NAPSA to keep abreast of industry standards and have an appropriate brand positioning strategy.
• Initiate and implement customer relationship management activities in order to strengthen relations with clients for enhanced brand loyalty.
• Conduct marketing activities in liaison with corporate affairs in order to enhance brand awareness.
• Prepare reports on the performance of the section for review by management and to ensure solutions are recommended for identified gaps.
• Monitor the efficiency and effectiveness of systems and processes and identify barriers to quality service delivery in order to facilitate the development and implementation of solutions to the barriers identified.
• Monitor the management of customer complaints to ensure the availability of quality systems and processes that support the efficiency and effectiveness in the management of complaints.

Minimum Qualifications
• Grade 12 Certificate with 5 ‘O’ levels with credit or better, including Mathematics and English
• Degree in Business Administration, Marketing or equivalent

Minimum Experience Required
• Not less than five (5) years’ experience in similar position in Pension/ Insurance / private sector experience

Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

Job application procedure
• To apply for this job please visit careers.napsa.co.zm.

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QUICK ALERT SUBSCRIPTION

Job Info
Job Category: Customer Service jobs in Zambia
Job Type: Full-time
Deadline of this Job: Monday, February 24 2025
Duty Station: Lusaka
Posted: 12-02-2025
No of Jobs: 1
Start Publishing: 12-02-2025
Stop Publishing (Put date of 2030): 12-02-2066
Apply Now

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  • SELECT `g`.`id`,`g`.`title` FROM `icop0_usergroups` AS `g` INNER JOIN `icop0_user_usergroup_map` AS `m` ON `m`.`group_id` = `g`.`id` WHERE `m`.`user_id` = :muserid114μs1.68KBParams/libraries/src/Table/User.php:132Copy
  • SELECT * FROM icop0_jmap_headings WHERE `linkurl` = 'https://www.greatzambiajobs.com/jobs/job-detail/job-Customer-Services-Manager-–-North-job-at-National-Pension-Scheme-Authority-72568'104μs1.05KB/plugins/system/jmap/jmap.php:1135Copy
  • SELECT `original_text`, `target_text`, `original_text_regex`, `target_text_regex` FROM `icop0_jmap_text_replacements` WHERE `published` = 169μs1008B/plugins/system/jmap/jmap.php:508Copy
  • SELECT `value` FROM icop0_acym_configuration WHERE `name` LIKE "%regacy" OR `name` LIKE "%\_sub"377μs856B/plugins/system/acymtriggers/acymtriggers.php:430Copy
  • SHOW TABLES1.08ms8.82KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:678Copy
  • SELECT * FROM icop0_acym_plugin118μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_plugin74μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT `groups`.*, `groups`.title AS text, `groups`.id AS `value` FROM icop0_usergroups AS `groups`109μs1.36KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT configvalue FROM `icop0_js_job_config` WHERE configname = 'company_seo'71μs856B/components/com_jsjobs/models/configurations.php:103Copy
  • SELECT * FROM `icop0_js_job_config` WHERE configfor = 'jobsharing'199μs1.02KB/components/com_jsjobs/models/configurations.php:82Copy
  • SELECT name AS col FROM `icop0_js_job_companies` WHERE id = 308858μs856B/components/com_jsjobs/models/company.php:1832Copy
  • SELECT `session_id` FROM `icop0_session` WHERE `session_id` = ?79μs1.63KBParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:291Copy
  • UPDATE `icop0_session` SET `data` = ? , `time` = ? WHERE `session_id` = ?349μs912BParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:318Copy