Customer Service Agent

  • Full Time
  • Mwanza
  • Applications have closed

Connect Space

Company Description

Connect Space is a recruitment firm based in Mwanza, Lake Zone, Tanzania. We specialize in recruiting, managing, and developing people. Our mission is to connect individuals with work that brings them happiness and fulfillment.

Role Description

This position will play an important role in the logistics field supporting customers in order to maximize sales of company services, including responsibilities such as addressing enquiries; providing useful information; resolving emerging problems, concerns and complaints; facilitating transactions, sales, purchases and business contracts; making bookings, tracking, processing and monitoring orders; providing proactive customer feedback.

Duties and Responsibilities

Customer Service

-Manage and support specific assigned customer accounts and provide support accordingly.

-Act as primary contact to handle inquiries as well as to receive all correspondences related to booking orders and verify terms and conditions, pricing and availability of services.

-Handle customer orders and invoice billing including processing bookings into booking system and updating customers on shipment quantity and confirmed shipment dates.

-Maintain database of customer profiles and conduct regular account and order history reviews for customer history and forecasting.

-Drive customer engagement by providing value-added information in a consistent and timely manner.

-Work closely with internal stakeholders to deliver smooth daily customer care and shipping operations in accordance with existing customer and operational agreements.

-Collaborate with other departments, for onboarding of customers and suppliers, invoicing and billing, and marketing, to provide exceptional customer service.

-Assist clients with the application process, guiding them through each step and ensuring all required documentation is submitted.

-Participate in regular training sessions to enhance service knowledge, communication skills, and understanding of company policies.

-Attend and resolve Provide information about company products, terms, and conditions to clients while ensuring continuous improvement of customer service processes and procedures.

-Resolve customer queries and complaints promptly, escalating unresolved issues to the appropriate team members.

-Support in identifying customer needs, researching, and analyzing market trends, pricing schedules, competitor services, and other relevant information thus assisting in forming company marketing strategies.

-Timely communicate major discrepancies, late-shipments, substitutions, damages, and other issues as and when necessary.

-Implement effective contract KPI control measures to track customer satisfaction deliverables with customers.

-Ensure delivery of high level of cost-effective customer satisfaction by addressing their needs and concerns effectively and efficiently.

-Ensure, when possible, achieving a high first contact resolution rate by resolving customer issues during the initial interaction.

-Ensure customer inquiries and complaints are responded to promptly, within the company’s KPIs.

-Ensure continuous knowledge improvement and service terms and conditions understanding according to company policies to better serve customers.


-Record keeping of customer details and database.

-Collect and compile all supporting documents related to invoicing to customers, ensuring accuracy of documents.

-Collect and compile all supporting documents related to delivery of goods and services.

-Control and track all requirements and documents related to the shipment process.

-Keep up to date pricing schedules, vessel schedules to support in effective and current communications with customers, including accurate booking information.

-Communicate the delivery of goods and services ordered by the company to the relevant departments.

-Communicate quotations and WO to external parties and finance divisions.

-Support to efficiently schedule production to achieve on-time, in-full (OTIF) delivery.

-Support to prioritize orders and adjust schedules to meet customer requirements.

-Schedule regular meetings with current and potential customers.

-Ensure that all customer files are up to date and accurate.

-Ad-hoc functions as and when required.

-First point of contact with specific clients in relation to administrative duties of the Customer Service department.


Reports to be generated and submitted to the Contracts Administrator and Control Room Coordinator on a regular basis:

-Daily customer booking requests and list, based on vessel schedule.

-Daily service delivery logs and forecast, customer based.

-Weekly customer communication and meeting log.

-Weekly monitor of customer feedback.

-Weekly customer meeting schedule.

-Weekly customer database (active, inactive, completeness of documentation).

-Daily expected and actual collection report (from customers).

-Daily activities (booking requests, deliveries, tracking) and customer interactions to be monitored

Qualifications and Experience.

-Relevant degree Bachelor’s in Business Administration, Supply Chain Management, Logistics, Import & -Export or related field.

-Basic knowledge of MS Office (Outlook, Word, Excel).

-Good presentation, interpersonal and verbal communication skills (including proficiency in local language).

-Strong understanding of logistics processes in international shipping via sea freight, including industry-specific regulations.

-Able to work under tight schedules.

-Ability to work independently and collaboratively in a team environment.

-Minimum two years customer service experience and related roles in a logistics environment.

-Working with external stakeholders, example customers, suppliers.

  • -Experience in sea transport administration and logistic operations (international logistics, trading laws and procedures, shipping terms, end-to-end supply chain management, etc)

Apply through to be shortlisted or visit our website to apply

Job Search Tanzania