Job Purpose

The job purpose of a CRM (Customer Relationship Management) professional is to enhance customer relationships, drive retention, and support business growth by managing customer data, interactions, and engagement strategies.

Job Responsibilities

• Lead initiatives to improve service satisfaction and enhance customer loyalty
• Manage customer service function to achieve all Key Performance Indicators (KPI)targets
• Collaborate with internal departments to drive customer loyalty and improve service delivery
• Develop and implement strategies for service recovery and customer engagement
• Build and maintain a high-performance service culture within the Customer Service Department.
• Develop and implement short- and long-term plans to ensure the customer service point meets set targets.
• Maintain and update customer databases, ensuring accuracy and completeness of records.

Qualification and Skills Required 

• Attention to Detail: Customer service officer must be accurate with customers’ orders, inquiries,
• Communication Skills: Good verbal, writing communication skills.
• Stress Management: The ability to stay calm, focused, and organized under pressure, especially during busy periods.
• Time Management: Efficient time management skills help customer service to handle multiple tasks, manage queries effectively, and complete tasks in a timely manner.
• Computer literacy, social media management
• Location: Lives in Arusha

Preferred Experience:

• Experience in Customer Service officer or a Related Field: Prior experience is a significant requirement
• Preferred with 3 years and above of experience in CRM
• Diploma or Degree in Customer Service Management or equivalent optional

Documents Required

• Curriculum Vitae.
• A Cover Letter outlining your qualifications and experience.
• Copy of all the Academic Certificates.

• Lead initiatives to improve service satisfaction and enhance customer loyalty
• Manage customer service function to achieve all Key Performance Indicators(KPI)targets
• Collaborate with internal departments to drive customer loyalty and improve service delivery
• Develop and implement strategies for service recovery and customer engagement
• Build and maintain a high-performance service culture within the Customer Service Department.
• Develop and implement short- and long-term plans to ensure the customer service point meets set targets.
• Maintain and update customer databases, ensuring accuracy and completeness of records.

• Attention to Detail: Customer service officer must be accurate with customers orders, inquiries
• Communication Skills: Good verbal , writing communication skills .
• Stress Management: The ability to stay calm, focused, and organized under pressure, especially during busy periods.
• Time Management: Efficient time management skills help customer service to handle multiple tasks, manage queries effectively, and complete tasks in a timely manner.
• Computer literacy, social media management

• Experience in Customer Service officer or a Related Field: Prior experience is a significant requirement
• Preferred with 3 years and above of experience in CRM
• Diploma or Degree in Customer Service Management or equivalent optional