Do you have what it takes to lead under pressure, inspire a team, and set a new standard in customer service?
\nOkavango Foods is seeking a\u00a0seasoned and principled Customer Care Supervisor\u00a0to lead our front-line service team. This is\u00a0a high-responsibility leadership role\u00a0that demands\u00a0maturity, integrity, and hands-on experience in resolving customer complaints,\u00a0managing team dynamics, and driving service excellence\u00a0in a fast-paced, high-volume environment.
\nWe are seeking a candidate with\u00a0strong character\u00a0who is\u00a0firm yet fair, with the ability to make\u00a0decisive decisions, mentor others, and\u00a0promote accountability\u00a0across the customer care team.
\nKey Responsibilities<\/p>\n
Supervise, coach, and motivate customer care agents to meet daily, weekly, and monthly performance goals.
\nHandle escalated customer complaints with professionalism, urgency, and empathy.
\nEnsure all shifts deliver high-quality service through adherence to scripts, protocols, and service standards.
\nEnforce discipline and manage performance based on KPIs and structured feedback.
\nConduct regular training, team meetings, and one-on-one reviews to build capacity and morale.
\nCoordinate with operations, sales, and logistics to ensure smooth resolution of issues and customer satisfaction.
\nEnsure daily end-of-shift reports and complaint logs are properly compiled and submitted.
\nSet the tone for a\u00a0culture of excellence, resilience, and integrity\u00a0in the department.<\/p>\n
Qualifications and Experience<\/p>\n
Diploma or Degree\u00a0in Business Administration, Customer Service, Communications, or related field.
\nMinimum\u00a03 years of supervisory experience\u00a0in customer service or call center environments.
\nProven ability to\u00a0lead under pressure, manage conflict, and resolve complex customer issues.
\nStrong interpersonal skills and ability to work with diverse teams and personalities.
\nExperience in\u00a0food industry\u00a0or fast-paced retail environment is an added advantage.
\nExcellent verbal and written English; Bemba or Nyanja fluency is a plus.
\nStrong computer literacy \u2013 experience with ERP systems and social media customer care tools is a plus.What We Are Looking For<\/p>\n
We\u2019re looking\u00a0for a leader, not a manager\u00a0\u2014 someone who\u00a0models professionalism,\u00a0holds the team to high standards, and knows how to handle\u00a0tough conversations with grace and firmness. If you\u2019re ready to\u00a0leave excuses behind, own your leadership, and make a lasting impact, we want to hear from you.
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