Customer Experience Representative at Dalbit Petroleum

At Dalbit Petroleum, we don't just deliver fuel – we power businesses, communities, and dreams across the Tanzania. Behind every successful delivery is a commitment to an exceptional customer experience, and we're looking for a passionate Customer Experience Representative to be the heartbeat of that promise.

This is your opportunity to be more than just a point of contact – you'll be a problem-solver, a relationship-builder, and a trusted partner to our valued customers.

Key Responsibilities

Order Management and Sales Administration

• Provide administrative support to the sales team to meet agreed budget expectations as per annual plan
• Processes orders by capturing the order details accurately on SAP and forwarding to the relevant function.
• End-to-end order processing including confirming stock availability, Payment, Receipting and Delivery Dates
• Identify new prospects through different online and offline channels and support in building a pipeline*
• Maintain and Update customer records in the company database.
• Track customer accounts and flag accounts with overdue and over credit limit violations.
• Support in the debt collection process by monitoring the payment status and following up with clients.
• Maintain systematic records of all customer interactions, queries, and resolutions in the company database
• Consolidate and analyze qualitative data on customer concerns
• Provide market Intelligence on pricing comparisons with competitors to aid in quick decision making on pricing strategy.
• Compile, Track and Share the daily sales report from depot representatives with the relevant business stakeholders
• Reconcile payments to order value and maintain accurate records for all sales transactions including invoices, orders and receipts
• Support Sales Department on specific requests that may include petty cash requirements in line with outlined departmental procedures.
• Ensure all sales administration operations are carried out strictly in accordance with operational procedures

Customer Experience and Operational Excellence

• Serve as the first point of contact for all customer inquiries via phone, email, and in-person interactions
• Handle customer complaints with empathy and urgency, escalating complex issues to appropriate teams for resolution
• Keep track and address customer related queries or complaints within set timelines while ensuring customer satisfaction.
• Escalate customer issues for appropriate corrective action by relevant teams and follow up for closure.
• Ensure timely and efficient delivery of customer orders in line with internal SLA.
• Maintain highest level of integrity in dealing with all internal and external stakeholders
• Prepare regular reports on customer sentiment, common pain points, and emerging issues for management review
• Proactively follow up with customers to ensure satisfaction and closure of reported issues
• Build and maintain strong customer relationships through consistent, high-quality service delivery
• Compile and share daily/weekly customer experience metrics and reports with relevant stakeholders
• Analyze customer feedback data to identify trends, patterns, and opportunities for service improvement
• Participate in weekly/monthly cross-functional meetings to align on customer experience initiatives
• Provide market intelligence and customer insights to support business strategy
• Contribute to the development and refinement of customer service procedures and standards
• Monitor and report on service delivery performance against established KPIs

Compliance & Operational Excellence

• Ensure all customer interactions and operations are conducted in accordance with company policies and regulatory requirements
• Maintain data privacy and confidentiality in handling customer information
• Adhere to established operational procedures and quality standards
• Maintain the highest level of integrity in dealings with internal and external stakeholders

Education and Experience Requirements

• Bachelor's Degree in Business Administration, Customer Service Management, or related field from a recognized institution
• At least 2 years of experience in customer service, customer experience, or sales administration role, preferably in B2B environment
• Experience in the petroleum, logistics, or energy sector is an added advantage
• Proven track record of handling customer queries and resolving complaints effectively
• Proficiency in SAP or similar ERP systems

Competencies

• Exceptional communication and interpersonal skills with a customer-centric mindset
• Strong analytical skills with ability to consolidate and interpret qualitative customer data
• Excellent organizational and multitasking abilities
• Problem-solving skills with attention to detail
• Ability to work collaboratively across multiple departments
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
• Speed and efficiency in addressing customer needs to positively impact satisfaction and loyalty

If you thrive in customer-facing environments, excel at turning customer challenges into moments of exceptional service, and are energized by the prospect of making customers' experiences truly memorable, please submit your application by sending your CV to [email protected] by 12:00 noon on Monday, 2nd February 2026.