Retail Customer Service Assistant

Position Specification

1. AX Requirements

AutoXpress Limited is a leading importer, distributor, and retailer of tyres, auto parts, and accessories across various countries in Africa. The Group also offers an extensive range of repair and services through a well-established network of over 80 outlets across Kenya, Tanzania, Rwanda, Uganda, and Zambia. AutoXpress is a trusted brand, underpinned by a successful history spanning over 65 years.

AUTOXPRESS Tanzania is seeking applications from competent, dynamic, and self-motivated individuals to fill up the following position:

• Position: Retail Customer Service Assistant
• Job Location: Dar es Salaam

2. The Role

AutoXpress currently has 7 retail outlets across Tanzania in Dar Es Salaam, Arusha, and Mwanza, with plans to open new branches over the next 3-5 years. This is a training position leading to the role of Retail Customer Service Executive. The individual will be responsible for welcoming retail customers (physically or over the phone) to the branch, responding to their inquiries, orienting them to the company's products, and providing information to assist them in making purchasing decisions. The role emphasizes delivering exceptional customer service while maximizing company profitability.

3. Principal Accountabilities

• Familiarize yourself with the company profile.
• Learn the technical details and features of the products and services offered by the company.
• Welcome the customer to the branch (physically or over the phone).
• Enquire and understand the customer’s needs and requirements.
• Recommend and select the right product to suit the customer’s requirements.
• Explain the product's technical features and benefits to the customer; you may also have to demonstrate the use and operation of the product.
• Cross-sell other products by highlighting their benefits in relation to the products being purchased.
• Offer correct value propositions to help customers make correct purchasing decisions.
• Liaise with stores and workshop departments to ensure that the correct goods and services are provided efficiently and in a timely manner.
• Upon completion of the transaction, ensure that accurate documentation is done and payment is collected.
• Develop a rapport with the customer to encourage future business.
• Thank the customer for their patronage and provide contact details.
• Follow up with the customer after an appropriate time to ascertain if they are enjoying the products and services. Communicate their feedback to the Branch Manager and resolve any complaints they may have.
• Communicate any introduction of new products and services and any special offers to the customer.
• Inform management of customer requirements that are not currently available (e.g., taking pictures of the vehicle and the part required).
• Maintain the confidentiality of customer information at all times.
• Perform any other duties that may be required.
• Ensure all vehicles entering our workshops have an inspection checklist before invoicing.
• Go through the Inspection Checklist with customers and ensure they understand its contents.

4. Key Competencies

• Learn all commercial and technical features of the company’s products and services.
• Focus on customer needs and exceeding expectations.
• Presenting & communicating information effectively.
• Persuading and influencing.
• Personable approach to ensure good relationships with customers and colleagues.
• Following instructions and procedures.

5. Education, Experience, and Knowledge

Education

• University degree in Sales and Marketing, Commerce, Business Administration, or a related field.

Experience

• A minimum of 1 year's experience in customer service or marketing.
• Knowledge of the automotive retail environment, tyre industry, and spare parts industry is advantageous.
• Interest in automobile mechanics is advantageous.
• Computer literacy.

AutoXpress Tanzania Limited is an equal opportunity employer and encourages qualified candidates from diverse backgrounds to apply. Interested candidates should send an application letter along with their CV to careers@auxptz.com no later than 24th May 2026. Please quote "Application – Retail Customer Service Assistant" in the email subject line.