ABOUT US
Client Care Solutions Limited
Client Care Solutions (CCS) is a one stop Business Process Outsourcing (BPO), providing a multi-channel approach to delivering customer service. CCS offers a wide variety of customer care solutions and we have the capacity to cater for any level of campaign by using the latest technology solutions. We are currently operating 5 sites; two in Lusaka, and one in Kitwe, Luanshya and Livingstone.
What is Business Process Outsourcing (BPO)?
Business process outsourcing (BPO) is a method of subcontracting various business-related operations to third-party vendeors. BPO involves outsourcing processes that are not core to a company, however, are essential for smooth operation of the company. The customer transfers the complete responsibility of these functions to the vendor who guarantees certain service quality standards. The benefits of outsourcing include cost savings, better quality, and the ability to foccus on core competence.
What We Do
At CCS we work with each client to improve and develop their processes to ensure a high quality customer experience. Our detail oriented team will analyze each clients unique requirements. We focus on understanding and welcome your feedback to push ourselves to excellence. The CCS team is committed to providing dependable 24/7/365 services. We believe in nurturing long-term and sustainable relationships with our clients through the following innovative practices:
- Cost-savings
- We align our people, processes and delivery network according to our clients’ businesses
- We strategically align with our clients’ objectives
- As a valued partner and “customer experience center, our services increase brand loyalty and becomes an essential part of the overall clients’ customer strategy
Beyond Customer Service
Vision
To be a Leader in providing excellent innovative Customer support services in Zambia
Mission
To provide innovative customer support services that deliver the best experience for our clients through a Motivated Workforce
Quality Statement
CCS is committed and shall endeavor to provide quality Customer services to its esteemed Clients in an efficient, friendly and cost-effective manner. This commitment is rooted in our Corporate values and is essential to our continued growth.
Sustainability Statement
CCS is committed to operating in a sustainable way, with an emphasis on the present and on the future business opportunities. Specifically, we recognize that it is imperative to manage our operations in a manner that meets the needs of our stakeholders.
Goals
To be the number one provider of excellent customer services in Africa by 2026.
Growing Shareholders Value
Affable Customer Experience
Providing Excellent Career Opportunities
Strategic Information Partnerships
Values
I-CREATE
Innovative
We shall pursue new frontiers of knowledge in serving our customers diligently.
Courtesy
We shall endeavor to show politeness and good humor in our dealings with our Clients.
Reliability
We shall be consistent and dependable in our dealings.
Excellence
We shall competently and effectively perform our duties to the best of our ability.
Accountability
We shall endeavor to be transparent and accountable to all stakeholders.
Teamwork
We shall apply effective team working attitude that includes all our stakeholders.
Empathy
We shall endeavor to share the experiences of our clients and to demonstrate understanding as a core element of our business interactions in the industry.
Board of Directors
Malcolm Chabala
Board Chairperson
Currently the CEO of NATSAVE, Mr. Chabala is a Banking and Finance Expert with 21 years of experience. A Chevenings scholar, he holds full ACCA, a Masters’ degree in International Development and a Bachelor’s degree in Public Administration and Development Studies. He has won many awards on academic, leadership and career paths. He is also a member of the Zambia Institute of Chartered Accountants (ZICA).
Lukonga Lindunda
Vice Chairperson
Lukonga Lindunda is a Startup Ecosystem Builder, Executive Director and Co-founder of BongoHive Group of Companies. He is a Mandela Washington Fellow and has 14 years of experience working with entrepreneurs and development partners. Lukonga is also a Non-Executive Director at Digital Shared Solutions Limited and Independent Advisor at Zambia National Commercial Bank and Financial Sector Deepening Zambia.
Mooka Silumbu
Member
Director of Human Resources (HR) at Atlas Mara bank, Mr Silumbu has 28 years experience and headed HR Operations in 5 reputable institutions at strategy level. A skilled Business Processes and Human Capital utilization expert. He is the Immediate Past President (IPP) of the Zambia Institute of Human Resources Management (ZIHRM). He holds a Master’s of Business Administration, a Bachelor’s of Science in Production Management and Diplomas in Production Management and Management Services.
Chola Mwewa
Member
Currently Registrar of the Capital Markets Tribunal. Mr. Mwewa has over 15 years of work experience in the legal field. He holds two Masters of laws in Commercial law and Legislative drafting and a Bachelor’s of Laws. On this career path, Mr. Mwewa has successfully completed major legal tasks with some of them being for the government of the Republic of Zambia when he was with the Ministry of Justice. He is an Advocate of the High Court of Zambia and a member of the Law Association of Zambia (LAZ).
Esther Mwila Zulu
Member
Training and quality lead at Client Care Solutions, Ms. Zulu has 10 years experience in customer service encompassing the full customer management scope. She holds a bachelors of business administration, an advanced Diploma in Business Management and currently pursuing her MBA. She is a member of the Chartered Institute of Customer Management (CICM) and Zambia Institute of Marketing (ZIM).
CCS Management Team
Chola Simwizye
Chief Executive Officer
Chola Simwizye is an Information Technology (IT) and Business Specialist with vast Experience in the field of Information Technology and Business Management. He has 15 years of professional experience with over 11 traceable achievements in Call Centre, Business Transformation, Product/Service expansion, Strategic Business Plans (SBP), Business Process Outsourcing (BPO), and Revenue Growth. Chola is a holder of Master’s in Business Administration (MBA) from the University of Zambia, a Bachelor’s Degree (Hons) in Computer Science from Greenwich University in United Kingdom, an Advanced Diploma in Information Systems from Copperbelt University, and a Diploma in Management of Information Systems from the Copperbelt University. Chola is accustomed to driving operational efficiency as well as profit generation.
Memory Chilangwa
Operations Specialist – Inbound
Memory Chilangwa is a Contact center professional with over 10 years of work experience in managing Inbound, Back office and Outbound units. She is trained in Management and Administration and her experience is drawn from Telecoms and Business Process Outsourcing Industries.
She is a highly motivated, organized and dedicated contact center specialist currently managing the Inbound, Quality and Social Media units of Client Care solutions. She is passionate about providing quality and excellent customer service. She is skilled in Interpersonal, Communication, and Presentation and management skills and strives to give exceptional customer support services that delivers the best experience to customers at all time. She is full member of the Chartered Institute of Customer Management (ZCICM).
Mebelo Mushokabanji
Operations Specialist – Outbound
Mebelo is a highly motivated, organized and dedicated customer service Personnel with a desire to provide excellent customer service, she has 10 years of work experience in customer service with qualifications in social work and public relations. She has vast work experience in sales, inbound and outbound business. Mebelo strives to give the exceptional customer support services that delivers the best experience to our clients at all times.
She is a Member of chattered institute of customer management (CICM).
Namo Chiwila
Monitoring & Evaluation Specialist
Currently Monitoring and Evaluation Specialist at Client Care Solutions
Namo is a dedicated professional with over 10 years’ experience in Customer Service, Front Office and Social Media Management. She has served in various portfolios in Airtel, Zamtel and Client Care Solutions Call Centers which has given her extensive exposure to inbound and Outbound Businesses. She also has vast knowledge in Quality Assurance and Control. She holds a Bachelor’s Degree in Business Studies and a Diploma in Management Studies and is a member of the Chartered Institute of Customer Management (CICM).