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 tteam is committed to providing dependable 24/7/365 services. We believe in nurtuign long-term and sustainable relationships with our clients through the following innovative practices:
- 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
To be a provider of innovative and cutting edge customer support services.
To provide quality and innovative customer support services to the satisfaction of our clients.
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
Board of Directors
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 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. He began his career providing technology assistance in educational projects and programmes by building sustainable and affordable ICT infrastructure and support systems across Zambia with Education Development Center Inc. and VVOB vzw. 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.
Currently Director of Human Resources at Atlas Mara bank, Mr Silumbu has 28 years of Human Resource Experience. He has headed Human Resource 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.
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
Esther Mwila Zulu
Currently Training and Quality Lead at Client Care Solutions, Ms. Zulu has 10 years experience in Customer Service and has extensive exposure to the full Customer Management scope including Call Centre and Front Desk Operations, Team Leading, Quality Assessment, Customer Service Training and Customer Data Management. She Holds a Bachelors of Business Administration, an advanced Diploma in Business Management and currently pursuing her Masters of Business Administration. She is a member of the Chartered Institute of Customer Management (CICM) and Zambia Institute of Marketing (ZIM).
CCS Management Team
Zondiwe heads our operations department. She possesses 18 years’ experience in Customer service and 16 years in contact center management. She is adept in contact center hiring, coaching and ongoing training to ensure compliance with operations regulations. Specialized in performance management, conflict resolution and timely preparation of productivity reports; She successfully led her teams to win several awards from the Chartered Institute of customer management (CICM), Zambian chapter. Zondiwe is a regular contributor to the Zambia Daily Mail column page on customer service matters and is a member of the CICM executive committee.
George Tembo Banda
George Tembo Banda
Tembo Banda has extensive and exceptional experience in accounting, taxation and financial reporting and management, Compliance, management and processing of all financial transactions, Cash flow Management and understanding of IFRS for over a period of 10 years. He is a member of Zambia Institute of Chartered Accountants (ZICA) and Chattered Institute of Customer Management (CICM).
Ireen Nakamba Luwaya
Ireen Nakamba Luwaya
Human Resource & Admin Officer
Currently Human Resource and Admin Officer with Client Care Solutions. Ireen has over 13 years of work experience in Customer Service, Sales and Human resource with different corporate organizations in the Telecom and Digital TV sector. She Holds a Bachelor’s degree in Business Administration, Graduate Diploma & Diploma in Business Management majoring in HR.
She is a member of the Zambia institute of Human Resource Management (ZIHM), Associateship with Association of Business Executives (ABE) and Chartered Institute of Customer Management (CICM).
Inbound Business Lead
Memory Chilangwa is a Customer Service personnel and Management Administrator by profession with over 10 years’ experience in Customer Service. She has trained in Management and Administration. She brings a vast experience in Customer Service having worked in Call Centers at Airtel and Zamtel until she resumed her current role. Memory is a member of the Chartered Institute of Customer Management (CICM).
Outbound Business Lead
Hope is a disciplined and enthusiastic Leader with strong communication, interpersonal and report presentation skills. She is a highly motivated Customer Service Professional with qualifications in Marketing and Business Administration and over eight years of Customer Service experience. She has attained vast experience in Inbound and Outbound business through various roles while working for Airtel and Zamtel Telecommunications companies. She is a member of Chartered Institute of Customer Management (CICM).