Customer Care Officer

KEY RESPONSIBILITIES • Hotline management: Answer incoming calls from customers and prospective customers across Tanzania promptly and professionally. • Customer information: Explain our phone models, pricing, payment plans and application process clearly and accurately. • Agent referral: Identify the caller’s location and connect them with the nearest authorised HOOP agent, sharing the agent’s contact details. • Issue resolution: Help resolve customer enquiries and complaints, and escalate payment, device or account issues to the right department. • Follow-up calls: Make outbound calls to confirm customers were served and their issues were fully resolved. • Call records: Log all calls, enquiries and complaints, and track each case through to resolution. • Agent directory: Keep an up-to-date list of active agents and their contacts by region. • Customer feedback: Report common customer questions, complaints and trends to management to improve service. REQUIREMENTS • Diploma or Bachelor’s degree in Business, Marketing, Communications or a related field. • At least 1 year’s experience in a call centre or customer service role, ideally in telecoms, retail or financial services. • Excellent spoken Kiswahili and English, with a clear, polite and confident phone manner. • Patient and calm under pressure, able to handle a high volume of calls. • Good computer skills (MS Office; CRM or call-logging systems an advantage). • Good knowledge of smartphones and of Tanzania’s regions is an added advantage. • Ability to drive with a valid driving licence is an added advantage.