Customer Support Agent

We are looking for a Customer Support Agent in Dar es Salaam to respond to customer inquiries and handle orders, requests, complaints, and queries across multiple communication channels. The role involves providing accurate product information, coordinating with internal teams for order fulfilment, following up on pending issues, maintaining customer records, and delivering a professional customer experience.

Responsibilities

• Respond to customer inquiries through phone calls, WhatsApp, email, and other available communication channels in a timely and professional manner.
• Handle customer orders, requests, complaints, and queries and ensure they are properly recorded and followed through to resolution.
• Provide accurate information regarding product availability, pricing, orders, deliveries, promotions, and other relevant services.
• Coordinate with Sales, Warehouse, and Logistics teams to ensure customer orders are processed and delivered accurately and on time.
• Monitor and follow up on pending customer issues and keep customers informed throughout the resolution process.
• Handle customer complaints professionally, investigate root causes, and provide appropriate solutions or escalate issues when necessary.
• Maintain accurate and up-to-date records of customer interactions, complaints, requests, and resolutions.
• Follow established customer service procedures, company policies, and service standards when handling customer requests.

Requirements

• Diploma or bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• 1–3 years of practical experience in customer service, telesales, or call centre environments.
• Strong customer service and communication skills.
• Ability to understand customer needs and provide timely and effective solutions.
• Previous experience in customer support, call centre operations, retail, FMCG, or a similar customer-facing environment.
• Good understanding of FMCG products, customer purchasing behaviour, order processing, and sales operations.
• Strong problem-solving and complaint-handling skills.
• Ability to manage multiple customer requests and prioritize tasks while maintaining high service standards.
• Good computer literacy and proficiency with customer support systems, CRM platforms, Microsoft Office, and relevant digital tools.
• Strong attention to detail when recording customer information, processing orders, and updating records.
• Ability to coordinate effectively with Sales, Warehouse, Logistics, Finance, and other internal teams.
• Proactive and customer-focused mindset.
• Ability to identify recurring customer issues and recommend customer-experience improvements.
• Ability to work under pressure and meet customer service targets and response-time expectations.
• Strong teamwork and interpersonal skills.
• Professional and positive attitude.
• Fluency in English.
• Proficiency in Swahili is an added advantage.