Customer Support Agents - 20

Job 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 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