About the Company

RETOMINING Investment Limited is a Tanzanian mining and development company established in 2023 and headquartered in Msamvu Area, Morogoro. The company specializes in the production and distribution of high-quality granite aggregates from its mining operations in Mikese, Morogoro.

Job Summary

RETOMINING Investment Limited is seeking a competent, proactive, customer-focused, and results-oriented Customer Services Officer to manage customer enquiries, orders, complaints, feedback, and customer relationships across the company’s mining and aggregate business operations.

The successful candidate will serve as a vital link between the company and its customers, working closely with the Sales, Production, Dispatch, Transport, Accounts, and Operations teams to ensure efficient order processing, timely delivery, accurate communication, and a high standard of service delivery.

Key Responsibilities

• Customer Support & Engagement: Receive, respond to, and follow up on enquiries via telephone, email, WhatsApp, and official channels. Provide accurate product details, specifications, availability, pricing, and delivery terms.
• Order Management & Tracking: Accurately record, process, and track customer orders from placement through production, dispatch, transport, and final delivery. Coordinate across departments to ensure smooth delivery schedules.
• Relationship Management: Develop and maintain strong relationships with existing and prospective clients. Perform post-delivery follow-ups to gather feedback and assess client satisfaction.
• Issue Resolution: Handle customer complaints, concerns, and disputes professionally, ensuring swift and satisfactory resolutions.
• Record Keeping & Reporting: Maintain up-to-date customer records, contact details, order logs, complaint registers, and feedback reports.
• Cross-Departmental Collaboration: Assist the Sales and Marketing team with quotations, coordinate with Accounts regarding payment statuses, and ensure internal alignment on customer requirements.
• Operational Excellence: Promote a professional brand image, ensure strict customer and company confidentiality, and perform related duties as assigned.

Minimum Qualifications & Experience

• Education: Diploma or Bachelor’s Degree in Business Administration, Marketing, Sales, Commerce, Customer Service, Public Relations, or a related field.
• Experience: Minimum of 1 year of relevant working experience in customer service, sales, marketing, logistics, or front office roles.
• Added Advantage: Experience in mining, quarrying, aggregates, construction materials, manufacturing, or logistics industries.
• Language Proficiency: Excellent written and spoken communication skills in both English and Kiswahili.

Technical & Soft Skills:

• Proficiency in Microsoft Office (Word, Excel, Email) and CRM principles.
• Strong organizational, record-keeping, problem-solving, and conflict-resolution abilities.
• High integrity, confidentiality, and ability to work under pressure both independently and in teams.

Key Competencies

• Customer Relationship Management (CRM)
• Communication & Interpersonal Skills
• Active Listening & Customer Engagement
• Problem-Solving & Conflict Resolution
• Negotiation & Commercial Awareness
• Attention to Detail & Time Management
• Teamwork, Collaboration & High Integrity

• Customer Support & Engagement: Receive, respond to, and follow up on enquiries via telephone, email, WhatsApp, and official channels. Provide accurate product details, specifications, availability, pricing, and delivery terms.
• Order Management & Tracking: Accurately record, process, and track customer orders from placement through production, dispatch, transport, and final delivery. Coordinate across departments to ensure smooth delivery schedules.
• Relationship Management: Develop and maintain strong relationships with existing and prospective clients. Perform post-delivery follow-ups to gather feedback and assess client satisfaction.
• Issue Resolution: Handle customer complaints, concerns, and disputes professionally, ensuring swift and satisfactory resolutions.
• Record Keeping & Reporting: Maintain up-to-date customer records, contact details, order logs, complaint registers, and feedback reports.
• Cross-Departmental Collaboration: Assist the Sales and Marketing team with quotations, coordinate with Accounts regarding payment statuses, and ensure internal alignment on customer requirements.
• Operational Excellence: Promote a professional brand image, ensure strict customer and company confidentiality, and perform related duties as assigned.

• Proficiency in Microsoft Office (Word, Excel, Email) and CRM principles.
• Strong organizational, record-keeping, problem-solving, and conflict-resolution abilities.
• High integrity, confidentiality, and ability to work under pressure both independently and in teams.
• Customer Relationship Management (CRM)
• Communication & Interpersonal Skills
• Active Listening & Customer Engagement
• Problem-Solving & Conflict Resolution
• Negotiation & Commercial Awareness
• Attention to Detail & Time Management
• Teamwork, Collaboration & High Integrity

• Diploma or Bachelor’s Degree in Business Administration, Marketing, Sales, Commerce, Customer Service, Public Relations, or a related field.
• Minimum of 1 year of relevant working experience in customer service, sales, marketing, logistics, or front office roles.
• Experience in mining, quarrying, aggregates, construction materials, manufacturing, or logistics industries is an added advantage.
• Excellent written and spoken communication skills in both English and Kiswahili.