About Company
OK Zimbabwe Limited is one of the largest and most established retail supermarket chains in Zimbabwe, with a rich history spanning decades. Committed to providing quality products and exceptional service, we serve communities across the nation, making daily life easier and more affordable for our customers. Our extensive network of stores ensures convenience and accessibility, while our diverse range of goods caters to every household need. At OK Zimbabwe, we believe in fostering a supportive and dynamic work environment where our employees can grow, innovate, and contribute to the success of a beloved national brand. Join us in our mission to be the retail leader of choice, making a positive impact in the lives of our customers and the broader Zimbabwean economy. We are a proudly Zimbabwean company dedicated to excellence, community engagement, and creating valuable opportunities for our people.
Job Description
Are you a customer-focused individual with a passion for delivering outstanding service? OK Zimbabwe Limited is seeking a dedicated and enthusiastic Hybrid Customer Service Representative to join our Mvurwi team. In this pivotal role, you will be the primary point of contact for our valued customers, addressing their inquiries, resolving issues, and providing information about our products and services both in-store and through digital channels. This hybrid position offers the flexibility of working both from our Mvurwi branch and remotely, balancing direct customer interaction with the convenience of a remote setup. You will handle a diverse range of customer interactions, from assisting with product location and pricing queries to resolving complex service issues and processing customer feedback. Your ability to communicate clearly, empathetically, and efficiently will be crucial in ensuring a positive customer experience, upholding OK Zimbabwe’s reputation for excellence. We are looking for someone who is proactive, resourceful, and committed to continuous improvement in service delivery. If you thrive in a fast-paced environment and are eager to contribute to a leading retail brand, we encourage you to apply. This role is essential in maintaining strong customer relationships and driving customer loyalty, directly impacting our branch’s success and our company’s overall mission. You will be instrumental in translating customer needs into actionable insights for our team, helping us to continually enhance our service offerings.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via various channels (in-person, phone, email, social media).
- Provide accurate and comprehensive information regarding products, services, promotions, and store policies.
- Resolve customer complaints and issues effectively and efficiently, escalating complex cases to management when necessary.
- Process customer feedback and contribute to improving service quality and operational procedures.
- Maintain detailed and accurate records of customer interactions and transactions in our CRM system.
- Collaborate seamlessly with store staff and management to ensure consistent and excellent customer service delivery.
- Stay updated on product knowledge, ongoing promotions, and evolving company policies to provide informed assistance.
- Assist with in-store customer support during designated on-site shifts, including helping with product location and checkout queries.
- Manage and prioritize daily tasks to meet customer service metrics and deadlines, ensuring high levels of customer satisfaction.
Required Skills
- Excellent verbal and written communication skills in English and Shona (Ndebele is a plus).
- Proven experience (minimum 1.5 years) in a customer service role, preferably within the retail sector.
- Strong problem-solving and conflict resolution abilities with a calm demeanor.
- Proficiency in using customer relationship management (CRM) software and standard office applications (e.g., Microsoft Office Suite).
- Ability to work independently and as part of a cohesive team in a hybrid environment.
- High level of empathy, patience, and a genuinely customer-centric attitude.
- Strong organizational and time management skills, with attention to detail.
- Ability to adapt quickly to changing priorities, customer needs, and technological advancements.
Preferred Qualifications
- A Diploma or Degree in Business Administration, Marketing, Communications, or a related field.
- Experience with e-commerce platforms and digital customer service tools (e.g., live chat, social media management).
- In-depth knowledge of OK Zimbabwe’s product range and operational procedures.
- Previous successful experience working in a hybrid work model, demonstrating self-discipline and effective remote collaboration.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive medical aid and health benefits package.
- Generous employee discount on a wide range of in-store purchases.
- Opportunities for career growth and professional development within a leading national retail group.
- A supportive, inclusive, and dynamic work environment.
- Paid time off, including annual leave and public holidays.
- Contribution to a reputable pension fund for your long-term security.
How to Apply
Interested candidates are invited to submit their application by clicking the link below. Please ensure your CV and a compelling cover letter clearly outline your relevant experience, highlight your passion for customer service, and explain why you are a great fit for this hybrid role at OK Zimbabwe Limited. We look forward to reviewing your application and potentially welcoming you to our team!