About Company
National Foods Limited is a leading Zimbabwean fast-moving consumer goods (FMCG) company, established in 1920. With a rich history spanning over a century, we are dedicated to nourishing communities across Zimbabwe by providing high-quality, essential food products. Our diverse portfolio includes flour, maize meal, cooking oil, rice, pasta, snacks, and stock feeds, reaching millions of households daily. We pride ourselves on operational excellence, sustainable practices, and a steadfast commitment to customer satisfaction. As a pillar of the Zimbabwean economy, National Foods fosters a dynamic work environment where innovation, teamwork, and growth are highly valued. We believe in empowering our employees to contribute to our mission of feeding the nation, ensuring food security and convenience for all Zimbabweans. Joining National Foods means becoming part of a legacy of quality, integrity, and community impact, working within a company that truly makes a difference in people’s lives.
Job Description
Are you an exceptional problem-solver with a passion for delivering outstanding customer experiences? National Foods Limited is seeking a dedicated and proactive Customer Support Escalation Lead to join our dynamic team in Chegutu. In this pivotal role, you will be at the forefront of resolving complex customer issues, transforming challenging situations into opportunities for loyalty and satisfaction. You will serve as the primary point of contact for escalated customer inquiries, complaints, and feedback, demonstrating a keen ability to de-escalate situations with professionalism, empathy, and efficiency. This position requires a candidate who not only possesses superior communication and interpersonal skills but also has a deep understanding of customer service best practices and conflict resolution strategies. You will be instrumental in maintaining our high standards of service, ensuring that every customer interaction reflects National Foods’ commitment to quality and care. This is more than just a problem-solving role; it’s about leading by example, mentoring team members, and contributing to a culture of continuous improvement within our customer service department. If you thrive in a fast-paced environment and are driven by the desire to turn customer challenges into positive outcomes, we encourage you to apply and help us continue our legacy of excellence, ensuring our customers always feel valued and heard.
Key Responsibilities
- Manage and resolve complex and escalated customer complaints and inquiries across various channels (phone, email, in-person).
- Act as a liaison between customers and internal departments (e.g., sales, logistics, quality control) to facilitate timely and effective resolutions.
- De-escalate challenging customer interactions with tact, empathy, and professional composure.
- Document all interactions and resolutions accurately in the customer relationship management (CRM) system.
- Identify recurring issues and trends, providing feedback to management for process improvements and training initiatives.
- Mentor and support junior customer service representatives in handling difficult cases and developing their problem-solving skills.
- Contribute to the development and implementation of customer service policies and procedures.
- Prepare regular reports on escalation volumes, resolution times, and customer satisfaction metrics.
- Ensure compliance with company policies and relevant regulatory standards in all customer interactions.
- Proactively follow up with customers to ensure their satisfaction post-resolution.
Required Skills
- Minimum of 3 years of experience in a customer service role, with at least 1 year in an escalation or supervisory capacity.
- Proven track record of successfully resolving complex customer issues.
- Exceptional verbal and written communication skills in English.
- Strong active listening and de-escalation techniques.
- Excellent problem-solving and analytical abilities.
- Proficiency in using CRM software and other customer service tools.
- Ability to work independently and make sound decisions under pressure.
- High level of empathy and a customer-centric mindset.
- Strong organizational skills and attention to detail.
Preferred Qualifications
- Diploma or degree in Business Administration, Marketing, Communications, or a related field.
- Experience in the FMCG or manufacturing industry.
- Familiarity with local market dynamics and customer expectations in Zimbabwe.
- Proficiency in additional local languages (e.g., Shona, Ndebele).
- Certification in Customer Service Excellence or Conflict Resolution.
Perks & Benefits
- Competitive salary package.
- Comprehensive health insurance.
- Company provident fund/pension scheme.
- Opportunities for professional development and career growth.
- Supportive and collaborative work environment.
- Employee discount on company products.
- Paid time off and holidays.
How to Apply
Interested candidates who meet the above criteria are encouraged to submit their detailed CV and a cover letter outlining their suitability for this role. Please ensure your application highlights your experience in customer service escalation and your commitment to delivering exceptional customer satisfaction. Click on the link below to apply for the job.