Customer Support Agents - 20
Description
Purpose of the role
The candidate for this role will be responsible for providing first-level customer support by managing customer declarations, verifying documentation completeness, coordinating follow-ups, accurately processing data using AI tools and ERP systems, and ensuring validated files are correctly recorded and forwarded for further processing.
Key Responsibilities
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Receive, review, and process customer declarations through approved communication channels while identifying customer details, request types, reference information, and geographical areas.
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Verify completeness, accuracy, legibility, and compliance of customer documentation, follow up on missing information, and ensure incomplete files are properly tracked and resolved.
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Analyze geographical information and activate the appropriate workflow within ERP systems while ensuring accurate routing and consistency of submitted information.
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Use AI-supported tools to extract and structure customer information, verify AI-generated data, identify errors, and manually complete required fields in ERP systems.
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Enter, validate, and save customer declarations in ERP and SYGRÈM 2 systems while ensuring data accuracy, traceability, and compliance with required procedures.
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Monitor processing quality, report recurring issues, escalate complex cases, support process improvements, and maintain effective communication with customers, managers, and internal stakeholders.
Qualifications & Experience
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Diploma, certificate, or Bachelor's degree in Administration, Management, Customer Relations, Communication, Information Technology, Business, or a related field.
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Minimum of 1–2 years' experience in customer service, call center operations, back-office support, administrative file management, or data entry roles.
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Experience handling high volumes of customer requests, document verification, customer follow-ups, and administrative processes.
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Proficiency in professional email communication, telephone handling, office tools, and data entry systems; experience with ERP systems is an added advantage.
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Strong attention to detail, customer service skills, analytical ability, accuracy in data processing, and ability to work under pressure while meeting quality and productivity targets.
Location: Dar es Salaam, Tanzania