Customer Service Representative (CSR) – Serviced Offices Zambia Limited


Customer Service Representative
02580 – GABORONE, iTowers


The Customer Service Representative (CSR) will be working for “Serviced Offices Zambia Limited” where they play a key role in delivering the customer service expectations of our customers, prospects and vendors. In conjunction with the rest of the centre team, the CSR ensures the customer experience is exceptional throughout the entire business centre. The CSR becomes a critical player in delivering this exceptional service. Ultimately, the actions and service provided by the CSR are the catalyst for providing customers with a reason to come to “Service Offices Zambia Limited” and then stay with “Service Offices Zambia Limited”

The CSR acts as the first point of contact for all customers and visitors providing a professional and friendly service as well as delivering an exceptional first impression.


  • Centres vary from small drop in locations to large 5 star business centres in over 100 countries


Key Relationships

  • New and existing customers
  • Centre team
  • Line manager

Key Areas of Responsibility

Customer Service/Administration

  • Act as a key point of contact for customers and visitors providing a professional and friendly service as well as delivering an exceptional first impression
  • Serve as a primary resource in assisting customers within the centre; whether showing a customer to a meeting room, preparing their new office for move-in, troubleshooting basic technical issues, programming a phone, moving furniture to accommodate their office needs, providing a beverage or assisting with copies/administrative tasks
  • Provide a great environment for our customers by taking pride in continually keeping the centre “show ready” by ensuring the business lounge conference rooms, show offices and common areas are spotless and prepared for our next guests at all times
  • The CSR becomes an extension of our customer’s team by delivering their mail, answering their phones, sending their packages, ordering their office supplies, booking their meeting rooms, preparing their meeting rooms and ensuring that they are able to concentrate on their work, while we manage their office needs
  • Serve as a resource for customers seeking information, assistance or recommendations; a thorough understanding of all key services, products and amenities are critical in the ability to deliver service in an exceptional and timely manner
  • Demonstrate a true passion for customer service by proactively seeking ways to surprise and delight our customers and guests, always going above and beyond

Selling Services

  • Contribute  to   the   overall   revenue   of   the   centre   by  identifying   opportunities   and   actively upselling/cross selling “Service Offices Zambia Limited” products and services
  • Ensures that all daily service charges are captured and entered into the POS (billing system) on a daily basis

Key Skills, Experience & Competencies

Skills and Experience

  • Strong Customer Service skills, including the ability to remain flexible and calm in high pressure or continually changing situations
  • Ability to communicate effectively and professionally in both local language and English (written and oral)
  • Solid organisational skills, including the ability to prioritise and multi task in a demanding environment
  • Working knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook
  • Ability to operate basic office equipment



  • Shows Care: Is committed to creating strong working relationships with customers and colleagues, acts with integrity and strives to act in the best interests of the organisation and team.
  • Anticipates Customer Needs: Understands that customer satisfaction is key to business success and is committed to providing an excellent customer experience at all times
  • Embraces Change: Understands the dynamic nature of the organisation and is committed to adapting to changing priorities
    Takes Ownership: Accepts accountability, uses own initiative and works proactively
  • Good Communicator : Demonstrates good two-way communication skills
  • Commercial Awareness: Understands the impact of financial performance on business results and how own actions impact the broader commercial environment
  • Results Oriented: Relentlessly pursues the achievement of goals and sustained profitable growth, whilst adhering to “Service Offices Zambia Limited” standards and policies
  • Team Player: Works co-operatively and is committed to the overall team and organisation objectives.



  • Previous Customer Service experience
  • Professional communication skills with a high success rate in building and maintaining relationships