Customer Service & Relationship Management

Qualifications & Experience

• Bachelor’s Degree or Diploma in Business Administration, Customer Service, Marketing, Supply Chain, or related field.
  
• Minimum of 2–3 years’ experience in customer service, order management in FMCG/manufacturing environment.
  
• Experience using CRM and ERP systems.
  
• Knowledge of order fulfillment and customer complaint management processes.
  

• Handle inbound customer calls, emails, and digital platform inquiries professionally, courteously, and efficiently to achieve first-call resolution.
  
• Resolve customer complaints by identifying root causes, determining appropriate corrective actions, and ensuring timely closure.
  
• Conduct outbound follow-up calls to ensure issue resolution and support sales lead closure.
  
• Maintain positive customer relationships through proactive communication and timely feedback.
  

• Follow up and process Bidhaa Mlangoni orders through the Unga shop platform.
  
• Coordinate with the invoicing team for timely order generation, acknowledgment, invoicing, delivery processing, or order cancellations with appropriate documentation.
  
• Verify and monitor open orders to ensure timely execution.
  
• Follow up on delayed deliveries and back orders with relevant departments and customers.
  
• Monitor customer order fulfillment performance to ensure On Time In Full & Error Free (OTIFEF) service delivery.
  

• Prepare daily, weekly, and monthly customer service and product/service performance reports.
  
• Collect, analyze, and interpret customer information to support business decision-making.
  
• Utilize the Customer Relationship Management (CRM) system effectively and maintain accurate customer records.
  
• Generate periodic analytical reports and recommendations aimed at improving customer satisfaction and operational efficiency.
  
• Monitor internal and external turnaround times (TAT) through data analysis and stakeholder follow-up.
  

• Liaise with the Quality Assurance team to manage and resolve customer quality complaints raised through digital platforms and key customer channels.
  
• Gather and provide relevant complaint information for investigation and corrective action.
  
• Facilitate product replacements where required and ensure complete closure of customer complaints.
  
• Ensure compliance with Quality Assurance requirements, customer service standards, and agreed service level agreements (SLAs).
  

• Identify and recommend continuous improvement initiatives within customer service operations and CRM processes.
  
• Support implementation of new customer service approaches and process improvements to enhance efficiency and customer experience.
  
• Contribute to achieving departmental performance targets and customer satisfaction objectives.