Customer Support Agents - 20

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

• Receive, review, and process customer declarations through approved communication channels while identifying customer details, request types, reference information, and geographical areas.
• Verify completeness, accuracy, legibility, and compliance of customer documentation, follow up on missing information, and ensure incomplete files are properly tracked and resolved.
• Analyze geographical information and activate the appropriate workflow within ERP systems while ensuring accurate routing and consistency of submitted information.
• Use AI-supported tools to extract and structure customer information, verify AI-generated data, identify errors, and manually complete required fields in ERP systems.
• Enter, validate, and save customer declarations in ERP and SYGRÈM 2 systems while ensuring data accuracy, traceability, and compliance with required procedures.
• Monitor processing quality, report recurring issues, escalate complex cases, support process improvements, and maintain effective communication with customers, managers, and internal stakeholders.

Qualifications & Experience

• Diploma, certificate, or Bachelor's degree in Administration, Management, Customer Relations, Communication, Information Technology, Business, or a related field.
• Minimum of 1–2 years' experience in customer service, call center operations, back-office support, administrative file management, or data entry roles.
• Experience handling high volumes of customer requests, document verification, customer follow-ups, and administrative processes.
• Proficiency in professional email communication, telephone handling, office tools, and data entry systems; experience with ERP systems is an added advantage.
• 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