About Dorset
\nDorset is a growing financial institution providing lending solutions to individuals and SMEs across Zambia. Guided by our values of integrity, excellence, and client focus, we are committed to delivering simple, transparent, and customer-centred financial services that empower people and businesses to grow.
\nAs we expand our footprint on the Copperbelt, we are looking for a professional, organised, and service-oriented Customer Service Assistant to join our Kitwe branch team.
\nPurpose of the Role
\nThe Customer Service Assistant will serve as a key point of contact for clients, providing outstanding front-line service and administrative support to ensure efficient branch operations. The role requires a friendly and professional individual with strong communication skills and a passion for delivering excellent customer experiences.
\nKey Responsibilities<\/p>\n
Serve as the first point of contact for all clients and visitors, ensuring a warm, professional, and efficient experience.
\nProvide accurate information about Dorset\u2019s products and services to clients and prospective customers.
\nSupport the loan officers in customer onboarding, documentation, and loan processing activities.
\nMaintain customer records, ensuring all information is correctly captured and securely stored.
\nHandle customer complaints or queries courteously and escalate unresolved issues to the Branch Manager.
\nManage the reception area to ensure it reflects Dorset\u2019s professional image at all times.
\nAssist with general administrative duties including filing, correspondence, and scheduling client meetings.
\nSupport marketing and client engagement initiatives within the branch.<\/p>\n
Qualifications and Experience<\/p>\n
Diploma or Certificate in Secretarial Studies, Business Administration, Marketing, Banking & Finance, or a related field.
\nMinimum of 2 years\u2019 experience in customer service, reception or front-office operations, preferably in financial services.
\nStrong verbal and written communication skills.
\nExcellent communication and interpersonal skills.
\nStrong telephone etiquette and professional appearance.
\nBasic computer literacy (Microsoft Word, Excel, and Outlook).
\nExperience in a financial institution will be an added advantage.<\/p>\n
Key Attributes<\/p>\n
Passionate about delivering outstanding customer experiences.
\nFriendly, approachable, and confident.
\nOrganised and detail-oriented with good time management skills.
\nStrong problem-solving and multitasking abilities.
\nTeam player with a positive, proactive attitude.<\/p>\n
Why Join Dorset?<\/p>\n
Be part of a reputable and expanding financial institution.
\nWork in a supportive, professional, and growth-oriented environment.
\nOpportunity for career advancement within the Dorset network.<\/p>\n
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