Communication & Customer Relations Officer

About the Company

About Zaviyar Trading Company

Zaviyar Trading Company is an Afghanistan-based trading, market-development, and distribution company. We work with manufacturers and suppliers to introduce their products into the Afghan market and develop reliable sales and distribution networks.

Our business model connects manufacturers with distributors, wholesalers, retailers, and consumers across Afghanistan.

Our Business Model:

Manufacturer / Factory → Zaviyar Trading Company → Distributors → Wholesalers → Retailers → Consumers

Our goal is to build strong business relationships, provide professional customer service, and expand product availability throughout Afghanistan.

Job Summary

Purpose of the Role

The Communication & Customer Relations Officer will serve as one of the primary communication representatives of Zaviyar Trading Company.

The officer will be responsible for handling incoming and outgoing telephone calls, WhatsApp messages, customer inquiries, supplier communications, and business-related correspondence.

The position requires a person with excellent communication skills, a pleasant and persuasive speaking style, a polite attitude, and the ability to convince customers professionally.

The officer will communicate with retailers, wholesalers, distributors, manufacturers, suppliers, and potential business partners to introduce Zaviyar's services and products, generate customer interest, follow up on inquiries, and support sales activities.

The officer must ensure that every customer receives a professional, friendly, respectful, and timely response, helping Zaviyar build trust and long-term business relationships.

Key Responsibilities & Duties

A. Telephone Communication & Call Handling

·Handle incoming and outgoing company telephone calls professionally.

·Respond to customer calls with a polite, friendly, and confident speaking style.

·Introduce Zaviyar Trading Company and explain its business services.

·Communicate with retailers, wholesalers, distributors, and potential customers.

·Make follow-up calls to customers who have shown interest in Zaviyar's products or services.

·Contact potential customers to introduce new products and business opportunities.

·Explain product availability, prices, offers, and delivery arrangements based on approved company information.

·Transfer technical, financial, or operational inquiries to the relevant department.

·Maintain records of important calls, customer requests, and follow-up requirements.

B. WhatsApp & Digital Customer Communication

·Manage the company's official WhatsApp Business account.

·Respond to customer messages promptly and professionally.

·Answer questions about products, prices, availability, orders, and delivery.

·Share approved product catalogues, pictures, price lists, promotional materials, and company information.

·Follow up with customers who have requested information or product quotations.

·Communicate new product introductions and approved promotional offers.

·Maintain organized customer conversations and follow-up records.

·Ensure that no customer inquiry remains unanswered without proper follow-up.

·Escalate complaints and complicated issues to the responsible department.

C. Customer Relationship Management

·Build and maintain positive relationships with retailers, wholesalers, distributors, and other customers.

·Welcome new customers and explain how to purchase products through Zaviyar.

·Understand customer requirements and recommend suitable products from the company's available catalogue.

·Maintain a professional and respectful relationship with existing customers.

·Follow up on customer satisfaction after orders and deliveries.

·Collect customer feedback, suggestions, and complaints.

·Maintain updated customer contact details and communication histories.

·Identify customers who may have potential for regular or bulk purchases.

D. Sales Communication & Customer Conversion

·Use persuasive, professional, and customer-friendly communication to generate interest in Zaviyar's products and services.

·Introduce new products to potential customers through calls and WhatsApp.

·Explain product benefits, approved prices, quality information, and purchasing arrangements.

·Encourage interested customers to place orders.

·Follow up on quotations, pending orders, and customers who have not completed their purchases.

·Identify sales opportunities and refer qualified leads to the Sales Manager or Order Booker team.

·Support sales campaigns and new product launches.

·Maintain records of interested customers, converted customers, and unsuccessful sales inquiries.

·Work toward assigned communication and sales-support targets.

E. Customer Orders & Coordination

·Receive customer order inquiries through telephone and WhatsApp.

·Record customer requirements accurately and forward orders to the relevant sales or order-processing team.

·Confirm that customers receive proper information about order status and delivery arrangements.

·Coordinate with Order Bookers, Sales Representatives, Warehouse, and Logistics teams.

·Follow up on pending orders, delivery delays, and customer requests.

·Inform customers about order updates using verified information from the relevant department.

·Never independently promise unapproved discounts, credit, delivery dates, or special arrangements.

F. Complaint Handling & Customer Support

·Receive and record customer complaints professionally.

·Listen carefully and respond calmly, respectfully, and helpfully.

·Coordinate with the relevant department to resolve customer issues.

·Follow up until the customer receives an appropriate response.

·Maintain a complaint register showing the issue, date, responsible department, and resolution status.

·Inform management about repeated complaints and common customer concerns.

·Protect customer information and maintain confidentiality.

G. Internal Communication & Reporting

·Coordinate with Sales, Finance, Procurement, Warehouse, Logistics, and Management.

·Share customer inquiries and important feedback with the appropriate departments.

·Maintain daily records of calls, WhatsApp messages, inquiries, leads, and follow-ups.

·Prepare daily, weekly, and monthly communication reports.

·Maintain an organized customer contact database.

·Ensure that company communication is consistent, accurate, and professional.

H. Delegated Responsibilities

·Perform other relevant duties assigned by the line manager in accordance with the position's responsibilities and company requirements.

Work Environment & Conditions

A. Office Setup

The officer will work at Zaviyar Trading Company's head office in Kabul, using company communication facilities, telephone services, WhatsApp Business, and customer management systems.

B. Working Hours

Saturday to Thursday, 8:00 AM to 4:00 PM, subject to company policy and applicable labor requirements.

C. Coordination

The officer will report to the designated line manager and work closely with the Sales and Customer Relations teams.

 Key Performance Indicators (KPIs)

Performance will be assessed based on:

·Number of incoming and outgoing calls handled.

·Response time to WhatsApp and other customer inquiries.

·Quality and professionalism of communication.

·Number of potential customers contacted.

·Number of qualified sales leads generated.

·Number of customers successfully converted into buyers.

·Accuracy of customer records and follow-up information.

·Customer satisfaction and complaint-handling performance.

·Timely follow-up on pending inquiries and orders.

·Achievement of assigned communication and sales-support targets.

Required Qualifications

• Academic Qualification

• Bachelor's degree in Communications, Business Administration, Marketing, Public Relations, or a related field is preferred.

• Candidates with strong communication skills and relevant practical experience may also be considered.

• Professional Training

Training or certifications in the following areas are an advantage

• Customer Service.

• Sales and Marketing.

• Business Communication.

• Call Center Operations.

• Customer Relationship Management (CRM).

• Digital Communication and WhatsApp Business.

• Language Proficiency

• Excellent spoken Pashto and Dari.

• Good working knowledge of English is an advantage.

• Ability to communicate clearly and professionally with different types of customers.

• Strong writing skills for WhatsApp messages, business correspondence, and customer responses.

• Professional Experience

• Minimum 3 years of experience in customer service, sales communication, call center operations, public relations, or client relationship management.

• Experience handling telephone calls and WhatsApp Business communication is strongly preferred.

• Experience in FMCG, trading, wholesale, retail, distribution, or commercial businesses is an advantage.

• Previous experience in customer conversion, telesales, or sales support is highly desirable.

Core Skills & Competencies

• Excellent Verbal Communication

Must have a pleasant, clear, polite, confident, and professional speaking style.

• Persuasion & Sales Convincing Skills

Must be able to explain products and services convincingly, understand customer needs, build interest, and encourage customers to make purchasing decisions without using pressure or misleading claims.

• Customer-Friendly Attitude

Must be patient, respectful, helpful, and capable of dealing professionally with different personalities.

• Telephone & WhatsApp Skills

Must be comfortable handling multiple calls and messages, following up with customers, and maintaining organized communication records.

• Writing Skills

Must be able to write clear, polite, professional, and grammatically correct messages in Pashto and Dari.

• Computer & Software Skills

• Microsoft Word and Excel.

• WhatsApp Business.

• Email and digital communication platforms.

• CRM or customer management software is an advantage.

• Time Management & Responsibility

Must respond to customer inquiries on time, maintain follow-up schedules, and meet assigned communication targets.

Application Instructions

Interested candidates should submit

• Updated Curriculum Vitae (CV).

• Cover Letter explaining their suitability for the position.

• Copy of valid Afghan National ID (Tazkira).

• Relevant work experience certificates.

• Copies of educational and professional certificates.

Submission Details

• Email: [email protected]

Note: Please mention the vacancy number and position title in the email subject line.

• Office Address: Mandawi Road, Jabal Noor Market, 6th Floor, Office No. F27, Kabul, Afghanistan