AP
African Perfect World Investment Consulting Limited
Customer Service Manager (Female)
Closes in 14 daysK5k/moLusaka
This role closed on 2026-06-30. Application is no longer accepted.
Replaced by separate role listings
Generate cover letter· ProfessionalK250 per monthTailored CV· ProfessionalK250 per month
Or pay per use (Boosters)
Tailored CV
AI-tailor your CV for this exact job in 60 seconds.
K20
Cover Letter
AI-write a cover letter targeted at this role.
K15
Interview Prep
Get 10 likely interview questions + model answers.
K40
Share
Required skills
cargo documentationrelationship managementhr policy implementationproblem solvingcommunicationproperty management toolsbudgetingleadershipcustomer servicereporting tools
About the role
Position Title:
Customer Service Manager (X1 Female)
Department:
Property Management
Reports To:
Property Management Director / Estate Manager
Job Responsibilities and Requirements
1. Customer Service Operations
- Oversee all customer service activities within the property management office.
- Ensure timely and professional handling of resident inquiries, requests, and complaints.
- Track, record, and resolve service issues, ensuring follow-up until closure.
- Handle escalated or complex customer issues and provide effective solutions.
2. Resident Relationship Management
- Build and maintain good relationships with residents to enhance satisfaction and trust.
- Conduct resident satisfaction surveys and implement improvement plans.
- Organize and support community events, communication activities, and announcements.
- Provide move-in and move-out support, including orientation for new residents
3. Communication & Coordination
- Coordinate with security, maintenance, cleaning, finance, and other departments to ensure smooth service delivery.
- Follow up on repairs, maintenance requests, and urgent issues.
- Report major incidents, customer complaints, or operational risks to management in a timely manner.
4. Documentation & Reporting
- Maintain accurate records of complaints, service requests, and resident files.
- Prepare weekly and monthly service reports, including performance data and improvement suggestions.
- Assist in updating service guidelines, SOPs, and customer communication templates.
5. Policy Implementation & Compliance
- Ensure all customer service activities comply with company policies and estate regulations.
- Monitor adherence to safety, service, and complaint-handling procedures.
- Train staff on new policies, customer interaction skills, and emergency response protocols.
6. Additional Responsibilities
- Participate in budgeting for customer service operations.
- Assist in emergency response management (fire, medical, security incidents).
- Support management in special projects or operational improvements.
- Perform other relevant duties assigned by the Property Management Director.