Customer Support Agent at Axian Group Tanzania

Company: Axian DigiBank & Fintech
Location: Dar es Salaam, Tanzania
Gender: Woman or Man

Job Overview

Axian DigiBank & Fintech is recruiting a Customer Support Agent to join its team.

The ideal candidate should have relevant education and practical experience in customer service, telesales, call center operations, or another customer-facing environment.

Qualifications and Experience

• Diploma or Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• 1 to 3 years of hands-on experience.
• Proven experience in customer service, telesales, or call center environments.

Your Profile

• Strong customer service and communication skills, with the ability to understand customer needs and provide timely, professional, and effective solutions.
• Previous experience in customer support, call center operations, retail, FMCG, or a similar customer-facing environment.
• Good understanding of FMCG products, customer purchasing behavior, order processing, and sales operations.
• Strong problem-solving skills, with the ability to handle customer complaints, inquiries, and escalations calmly and professionally.
• Ability to manage multiple customer requests and prioritize tasks while maintaining a high level of service.
• Good computer literacy and proficiency in customer support systems, CRM platforms, Microsoft Office, and other relevant digital tools.
• Strong attention to detail when capturing customer information, processing orders, updating records, and following up on customer requests.
• Ability to coordinate effectively with Sales, Warehouse, Logistics, Finance, and other internal teams to resolve customer issues.
• Proactive and customer-focused mindset, with the ability to identify recurring customer issues and recommend improvements to the customer experience.
• Ability to work under pressure and meet customer service targets and response-time expectations.
• Strong teamwork and interpersonal skills, with a positive and professional attitude.
• Fluency in English.
• Proficiency in Swahili is an added advantage.

Key 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, ensuring they are properly recorded and followed through to resolution.
• Provide customers with 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, ensuring timely resolution and keeping customers informed throughout the process.
• Handle customer complaints professionally, investigate the root cause, and provide appropriate solutions or escalate issues where necessary.
• Maintain accurate and up-to-date customer records, interactions, complaints, and resolutions in the relevant systems.
• Follow established customer service procedures, company policies, and service standards when handling customer requests.

How to Apply

If this description fits your skills and experience, grow your career with Axian DigiBank & Fintech.

Let's grow together.