Customer Service Executive

Role Purpose:

The Customer Service Executive is responsible for delivering exceptional customer support through effective handling of customer inquiries, complaints, order processing, and service coordination. The role ensures timely order fulfillment, complaint resolution, customer satisfaction, and efficient coordination with internal stakeholders while supporting continuous improvement initiatives and maintaining high service quality standards.

Key Duties and Responsibilities:

Customer Service & Relationship Management

• 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.

Order Processing & Fulfillment Coordination

• 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.

Reporting, Data Analysis & CRM Management

• 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.

Quality Assurance & Complaint Management

• 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).

Continuous Improvement & Operational Excellence

• 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.
• Participate in continuous product knowledge and customer service training programs.

Job Requirements

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