AXIAN Digibank & Fintech Customer Support Agent Vacancy 2026

Position: Customer Support Agent
Location: Dar es Salaam, Tanzania
Job Type: Full-Time
Experience: 1–3 Years
Application Deadline: Not specified

AXIAN Digibank & Fintech is seeking a customer-focused and professional Customer Support Agent to join its team in Dar es Salaam. The successful candidate will handle customer inquiries, orders, complaints, and service requests while working closely with internal teams to ensure timely and effective resolution of customer issues.

Position: Customer Support Agent

Education Requirements

Applicants should possess:

Diploma or Bachelor’s Degree in Business Administration, Marketing, Communications, or a related field.

Experience Requirements

Candidates should have:

1–3 years of hands-on experience.
Proven experience in customer service, telesales, call centre operations, or a similar customer-facing environment.

Key Responsibilities

The Customer Support Agent will be responsible for:

Responding to customer inquiries through phone calls, WhatsApp, email, and other available communication channels.
Handling customer orders, requests, complaints, and queries and ensuring they are properly recorded and followed through to resolution.
Providing accurate information regarding product availability, pricing, orders, deliveries, promotions, and other relevant services.
Coordinating with Sales, Warehouse, and Logistics teams to ensure customer orders are processed and delivered accurately and on time.
Monitoring and following up on pending customer issues to ensure timely resolution.
Keeping customers informed throughout the resolution process.
Handling customer complaints professionally and investigating their root causes.
Providing appropriate solutions or escalating issues where necessary.
Maintaining accurate and up-to-date customer records, interactions, complaints, and resolutions in relevant systems.
Following established customer service procedures, company policies, and service standards.
Identifying recurring customer issues and recommending improvements to enhance customer experience.

Candidate Profile

The ideal candidate should have:

Strong customer service and communication skills.
Ability to understand customer needs and provide timely, professional, and effective solutions.
Experience in customer support, call centre operations, retail, FMCG, or a related customer-facing environment.
Good understanding of FMCG products, customer purchasing behaviour, order processing, and sales operations.
Strong problem-solving skills.
Ability to handle complaints, inquiries, and escalations calmly and professionally.
Ability to manage multiple customer requests and prioritize tasks effectively.
Good computer literacy.
Proficiency in customer support systems, CRM platforms, Microsoft Office, and relevant digital tools.
Strong attention to detail when capturing customer information, processing orders, updating records, and following up on requests.
Ability to coordinate effectively with Sales, Warehouse, Logistics, Finance, and other internal teams.
Proactive and customer-focused mindset.
Ability to work under pressure and meet customer service targets and response-time expectations.
Strong teamwork and interpersonal skills.
Positive and professional attitude.
Fluency in English.
Proficiency in Swahili is an added advantage.