About Company
OK Zimbabwe Limited is one of the leading supermarket chains in Zimbabwe, with a rich history spanning over 100 years. We are deeply committed to providing our customers with a wide array of quality products, exceptional value, and a superior shopping experience. Operating an extensive network of stores across urban and rural areas, including Centenary, we are a household name synonymous with reliability, convenience, and community involvement. Our mission is to enhance the lives of our customers through excellent service and accessible, affordable goods, while contributing positively to the economic and social fabric of Zimbabwe. We pride ourselves on creating a vibrant, inclusive, and customer-centric environment, fostering growth and opportunities for our employees.
Job Description
Are you passionate about building lasting customer relationships and enhancing brand loyalty? OK Zimbabwe Limited, a leading name in the Zimbabwean retail sector, is seeking a dynamic and highly motivated B2C Customer Engagement Coordinator to join our vibrant team in Centenary, Mashonaland Central Province. This pivotal role is central to our unwavering commitment to providing an exceptional customer experience and fostering a strong, vibrant community connection within Centenary and its surrounding areas. We believe that every customer interaction is an opportunity to strengthen our brand and build trust, and this role is at the forefront of that philosophy.
As a B2C Customer Engagement Coordinator, you will be the primary and most vital link between our beloved brand and our valued customers. Your core mission will be to ensure that every single interaction is positive, informative, and contributes significantly to a superior and memorable customer experience. You will expertly manage incoming customer inquiries across various communication channels – including direct in-store interactions, phone calls, emails, and potentially engaging on local social media platforms – resolving issues efficiently, empathetically, and effectively. Providing timely and accurate information about our extensive range of products, our customer-centric services, and exciting promotional campaigns will be a daily priority. Beyond merely reactive support, you will play a crucial, proactive role in identifying innovative opportunities to engage customers, actively gather their invaluable feedback, and implement thoughtful strategies that not only build customer advocacy but also cultivate deep-seated loyalty.
This position demands a unique blend of exceptional communication skills, genuine empathy, sharp problem-solving abilities, and an authentic, unwavering desire to serve our customers. You will be instrumental in collecting and meticulously analyzing customer feedback, translating those crucial insights into actionable recommendations for both our store operations and marketing teams. A key and exciting aspect of your role will involve coordinating and executing effective customer loyalty programs, ensuring our customers feel genuinely recognized, appreciated, and rewarded for their continued patronage. Furthermore, you will actively assist in developing and participating in local community engagement initiatives, powerfully reinforcing OK Zimbabwe’s role as a responsible, caring, and deeply integrated part of the Centenary community fabric. You will be a brand ambassador, ensuring our values resonate.
The ideal candidate will possess a profound understanding of contemporary customer service principles, demonstrate an exceptional ability to manage multiple tasks simultaneously within a fast-paced, dynamic retail environment, and showcase a proactive, forward-thinking approach to consistently enhancing customer satisfaction. You will effectively be the voice of our customers within the company, advocating for their needs, and simultaneously be the friendly, trusted face of our company to them, ensuring our brand promises are not just made, but consistently delivered with excellence. If you are an energetic, dedicated individual with a profound passion for people, a meticulous eye for detail, and an unshakeable commitment to operational excellence, we wholeheartedly encourage you to apply and join us in building a lasting legacy of unparalleled, customer-centric retail in Centenary.
Key Responsibilities
- Manage and respond to customer inquiries and feedback across multiple channels (in-store, phone, email, social media) in a timely and professional manner.
- Proactively engage customers to gather insights, preferences, and feedback to improve products and services.
- Resolve customer complaints and issues effectively, escalating complex problems to the appropriate departments when necessary.
- Coordinate and execute customer loyalty programs, promotions, and special events to drive engagement and retention.
- Maintain accurate records of customer interactions, transactions, and feedback using our internal systems.
- Collaborate with marketing and sales teams to ensure consistent brand messaging and customer experience.
- Identify trends in customer feedback and develop actionable reports and recommendations for management.
- Assist in local community outreach and engagement initiatives to strengthen brand presence.
- Educate customers on product features, services, and company policies.
Required Skills
- Exceptional verbal and written communication skills.
- Proven customer service and problem-solving abilities.
- Proficiency in using customer relationship management (CRM) software or similar tools.
- Strong organizational skills and attention to detail.
- Ability to work independently and as part of a team in a fast-paced retail environment.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Empathy and a genuine desire to help customers.
Preferred Qualifications
- Diploma or Degree in Marketing, Business Administration, Communications, or a related field.
- Previous experience (2+ years) in a B2C customer service, engagement, or retail role.
- Familiarity with the Centenary community and local market dynamics.
- Fluency in local indigenous languages (e.g., Shona) in addition to English.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive medical aid benefits.
- Pension scheme contributions.
- Opportunities for professional growth and career advancement within a leading retail group.
- Staff discounts on store purchases.
- A supportive and dynamic work environment.
- Training and development programs.
How to Apply
Interested candidates 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 engagement and your understanding of the retail sector. Click on the link below to apply for the job.