Role Overview & Key Responsibilities

The Field Support Officer ensures fast, accurate order processing and administrative support for Independent Distributors. Serving as the primary service contact across phone, email, WhatsApp, and walk-in channels, this role drives distributor satisfaction, resolves queries, and supports overall volume growth. Tanzaniamarket insights

Order Processing & Query Resolution:

Process web, phone, and walk-in orders; answer calls within 3 rings; acknowledge queries within 1 hour and fully resolve them within 8 hours.

Distributor & Sales Support:

Assist with qualification orders, product transfers, account balance validations, upselling products, and handling Distributor Standing Order (DSO) adjustments.

Records & Compliance Administration:

Maintain detailed call and query logs, manage stock return tracking, process account payment logs, and ensure strict compliance with internal policies.

Events & Flexibility:

Assist with company conventions, distributor training, and sales team events, working flexible hours or weekends when needed.

Qualifications & Requirements

Education:

Form Six (ACSEE) required; a Diploma/Degree in Business Administration, Customer Service, or a related field is an added advantage.

Experience:

1 to 3 years of hands-on experience in customer service; administrative background is beneficial.

Technical Skills:

High proficiency in computer applications (MS Excel, MS Word, order management software).

Core Competencies:

• Strong verbal and written English communication skills.
• Excellent problem-solving, time management, and active listening capabilities.
• Detail-oriented with strong emotional intelligence and high dependability.

• Process web, phone, and walk-in orders; answer calls within 3 rings; acknowledge queries within 1 hour and fully resolve them within 8 hours.
• Assist with qualification orders, product transfers, account balance validations, upselling products, and handling Distributor Standing Order (DSO) adjustments.
• Maintain detailed call and query logs, manage stock return tracking, process account payment logs, and ensure strict compliance with internal policies.
• Assist with company conventions, distributor training, and sales team events, working flexible hours or weekends when needed.

• Strong verbal and written English communication skills.
• Excellent problem-solving, time management, and active listening capabilities.
• Detail-oriented with strong emotional intelligence and high dependability.
• High proficiency in computer applications (MS Excel, MS Word, order management software).

• Form Six (ACSEE) required; a Diploma/Degree in Business Administration, Customer Service, or a related field is an added advantage.
• 1 to 3 years of hands-on experience in customer service; administrative background is beneficial.