Customer Service Manager

Department : Operations
Industry : Pharmaceuticals
Location : Dar es Salaam

Job Summary

The Customer Service Manager position is a vital role in ensuring timely, efficient, and empathetic communication with clients. This role focuses on responding to customer queries, processing orders accurately, resolving complaints swiftly, and maintaining a professional image for the company. The Customer service Manager  professional acts as a frontline ambassador, promoting trust and reliability in the company’s products.

Key Responsibilities / Duties

• Respond promptly and professionally to customer inquiries via phone, email, and in-person.
• Respond to customers inquiries, product questions and complaints within a short time.
• Proactively Follow up on delayed deliveries, backorders, or stock issues and communicate transparently with customers.
• Track and resolve complaints with a solution-oriented approach.
• Maintain accurate and updated records of customer interactions, orders, complaints, and resolutions using systems or approved company tools.
• Coordinate with other departments to ensure that customer requests are fulfilled end to end.
• Monitor and report recurring complaints or trends to help the management identify areas needing process improvement or training
• Report sensitive or unresolved issues to the relevant departments in a timely manner.
• Conduct periodic check-ins with clients to ensure ongoing satisfaction and identify service improvement opportunities.
• Maintain proper records of client orders, delivery notes, and proof of delivery for accountability and audit purposes.
• Support product recall activities or batch issues by communicating clearly with affected clients and ensuring documentation is complete.

Job Requirements

• Education:
  • Diploma or bachelor’s degree in Marketing, BusinessAdministration, Public relations and Customer care.
  • Additional training in Customer Relationship Management (CRM)is a plus.
• Language Skills:
  • Proficiency in English language
• Experience:
  • 3+ years of experience in a customer-facing role, preferably in pharmaceutical and medical supplies, industries.
  • Proven ability to manage high call volumes, prioritize urgent cases, and maintain professional communication under pressure.
• Skills:
  •  Strong verbal and written communication in English and Swahili.
  • High attention to detail.
  • Customer-first mindset.
  • Ability to handle confidential and sensitive information responsibly.
  • Good working knowledge of Microsoft Office (Word, Excel) and any CRM systems.
  • Problem-solving skills and ability to escalate efficiently.

How to Apply

• Visit our website: www.cnsgroup.co.tz/job-openings/
• Or send us your CV and Related documents to hr@cnsgroup.co.tz
• Deadline: 04/07/2025
  

CAUTION! CNS does not receive money in exchange for a job position. Should you be asked for money in exchange for a job offer or suspect such activity, please report this immediately; e-mail through info@cnsgroup.co.tz