Background

Great Wall Tobacco Company Limited is a growing company operating in Tanzania with a focus on delivering quality tobacco products and maintaining strong relationships with distributors, retailers, and customers. The company values professionalism, customer satisfaction, and operational efficiency in supporting its expanding market presence.

The company is currently seeking a motivated and customer-focused Customer Service / Call Center Agent to join its team in Dar es Salaam on a full-time basis. The successful candidate will be responsible for handling customer inquiries, supporting distributors and retailers, coordinating order-related communication, and ensuring excellent customer service through effective call center operations.

Responsibilities

• Answer inbound customer calls and messages professionally.
• Respond to customer inquiries regarding products, pricing, availability, and promotions.
• Support distributors and retailers with product and order-related inquiries.
• Track customer orders and coordinate logistics activities.
• Resolve customer complaints efficiently and professionally.
• Escalate unresolved customer issues to supervisors when necessary.
• Maintain accurate customer records within CRM systems.
• Handle customer updates, reports, and related documentation.
• Meet response-time targets and customer satisfaction standards.
• Escalate compliance or legal concerns according to company procedures.
• Maintain professionalism and confidentiality in all customer interactions.

Qualifications

• Female candidate aged between 25 and 30 years.
• Diploma or Degree qualification will be preferred.
• Experience in customer service or call center operations.
• Strong communication and interpersonal skills.
• Computer literacy and proficiency in basic computer applications.
• Good typing and data-entry speed.
• Ability to multitask effectively in a fast-paced environment.
• Excellent spoken and written English skills.
• Good Swahili language proficiency.
• Calm, professional, and customer-oriented phone manner.
• Strong conflict resolution and problem-solving skills.
• Flexibility to work shifts when required.

General Conditions

• Applicants must demonstrate professionalism, integrity, and commitment to customer service excellence.
• Candidates should possess strong teamwork and communication skills.
• Only shortlisted candidates will be contacted for interviews or further assessments.
• The employer reserves the right to verify all information provided by applicants.
• Successful candidates will be based in Dar es Salaam.

• Answer inbound customer calls and messages professionally.
• Respond to customer inquiries regarding products, pricing, availability, and promotions.
• Support distributors and retailers with product and order-related inquiries.
• Track customer orders and coordinate logistics activities.
• Resolve customer complaints efficiently and professionally.
• Escalate unresolved customer issues to supervisors when necessary.
• Maintain accurate customer records within CRM systems.
• Handle customer updates, reports, and related documentation.
• Meet response-time targets and customer satisfaction standards.
• Escalate compliance or legal concerns according to company procedures.
• Maintain professionalism and confidentiality in all customer interactions.

• Strong communication and interpersonal skills.
• Computer literacy and proficiency in basic computer applications.
• Good typing and data-entry speed.
• Ability to multitask effectively in a fast-paced environment.
• Excellent spoken and written English skills.
• Good Swahili language proficiency.
• Calm, professional, and customer-oriented phone manner.
• Strong conflict resolution and problem-solving skills.

• Female candidate aged between 25 and 30 years.
• Diploma or Degree qualification will be preferred.
• Experience in customer service or call center operations.