Customer Care Officer

Job Description

Lumac Tanzania Enterprises Limited is seeking a dedicated and customer-focused Customer Care Officer to join its call centre team in Dar es Salaam. This role is ideal for an individual who enjoys interacting with people, delivering excellent customer service, and ensuring every client receives timely, professional, and supportive assistance. As the first point of contact for customers, you will play a key role in creating positive experiences that strengthen client relationships and reinforce the company’s reputation.

Working closely with the sales and operations teams, the successful candidate will manage customer inquiries across multiple communication channels, coordinate follow-ups, resolve concerns, and maintain accurate customer records. This position requires excellent communication skills, patience, attention to detail, and a commitment to delivering exceptional service in every interaction.

Responsibilities

• Receive incoming customer calls promptly and respond professionally using the company’s customer service standards.
• Listen to customer inquiries, requests, and concerns and provide accurate, helpful, and courteous responses.
• Record all customer interactions accurately in the customer management system.
• Escalate unresolved issues to the relevant departments and monitor them through to resolution.
• Ensure every customer receives clear information on the next steps.
• Conduct outbound calls to confirm appointments and provide project or order updates.
• Follow up on pending quotations and support the sales team in converting opportunities into confirmed orders.
• Send customer notifications, including order updates, payment reminders, and installation schedules.
• Invite prospective customers to visit the company showroom and coordinate appointments with the sales team.
• Handle customer complaints professionally with empathy and a solution-oriented approach.
• Provide general information about the company’s products and services.
• Maintain accurate daily call logs and follow-up records.
• Prepare weekly call activity reports for management.
• Respond to WhatsApp and email inquiries within the required turnaround times.

Qualifications Required

• Diploma or Degree in Business Administration, Communication, Public Relations, or a related field (preferred but not mandatory).
• At least one year of experience in customer service, a call centre, or another customer-facing role.
• Experience in a mobile telecommunications call centre is an added advantage.
• Fluency in both English and Kiswahili.
• Strong verbal communication and interpersonal skills.
• Professional, confident, and pleasant telephone etiquette.
• Basic computer proficiency, including Microsoft Office, email, and WhatsApp Business.
• Excellent customer service and relationship management skills.
• Patience, empathy, and the ability to manage difficult situations calmly.
• Strong organizational skills and attention to detail.
• Reliable, punctual, and able to maintain confidentiality.
• Positive attitude with a genuine passion for helping customers.

How to Apply

Submit your application by email, clearly stating Customer Care Officer in the subject line.

Email: [email protected]

Conclusion

This is an excellent opportunity for a customer service professional who is passionate about delivering outstanding client experiences. If you have strong communication skills, enjoy engaging with customers, and are committed to providing high-quality service, you are encouraged to apply before the closing date.