Azam Media is Hiring: Customer Service Lead

AzamTV is looking for an experienced professional to fill the position of 'Customer Service Lead' in Zambia.

Job Summary

The 'Customer Service Lead' is responsible for overseeing daily call center operations of AzamTV in Zambia. This role ensures a high level of customer satisfaction by addressing customer queries, resolving escalations, improving service processes, and meeting operational performance targets.

Key Activities:

• Managing day-to-day operations of the Call center handling service enquiries.
• Manage staffing and shift schedules.
• Forecast call volumes and allocate resources accordingly.
• Ensure service levels, call handling times, and resolutions are as per defined KPIs.
• Monitor inbound/outbound call performance.
• Lead, coach, and mentor supervisors and agents.
• Conduct regular performance reviews and provide feedback.
• Develop training programs to improve product knowledge and service skills.

Timely and Effective Resolutions:

• Handle customer queries.
• Handle customer complaints including signal issues, installation delays, billing disputes, package changes, and troubleshooting.
• Maintain service standards.
• Prepare weekly/monthly reports.

Work Experience Requirements:

• Preferably from a Telecom, DTH, or Broadband background.
• Minimum of 5 years of experience.

Apply Now

If you are a dynamic leader with a proven track record and have the strategic vision to drive business growth, we invite you to apply for this exciting opportunity.

Please submit your CV to recruitment@azam-media.com. Kindly indicate which post you are applying for in the subject line of your email.

Application Deadline: 14th March, 2026.