Customer Care Officer at LUMAC Tanzania

Company: Lumac Tanzania Enterprises Limited
Department: Customer Experience / Call Centre
Reports To: HR Manager
Location: Dar es Salaam, Tanzania
Employment Type: Full-Time

Job Purpose

Lumac Tanzania Enterprises Limited is seeking a professional, friendly, and customer-focused individual to join its Customer Experience team as a Customer Care Officer. The successful candidate will serve as the first point of contact for customers, handling inquiries, providing support, and ensuring every client receives a positive and professional experience. This role requires excellent communication skills, strong attention to detail, and a commitment to delivering outstanding customer service.

Key Duties and Responsibilities

Inbound Call Management

• Receive incoming calls promptly and professionally in accordance with company customer service standards.
• Listen carefully to customer inquiries, requests, and concerns and provide accurate information and assistance.
• Record all customer interactions accurately in the customer management system, including contact details, inquiry type, actions taken, and follow-up requirements.
• Escalate unresolved issues to the appropriate department and monitor progress to ensure timely resolution.
• Ensure every customer receives clear guidance on the next steps regarding their inquiry or request.

Outbound Customer Communication

• Make follow-up calls to confirm appointments and provide updates on customer orders and projects.
• Contact customers regarding quotations, answer questions, and support the sales team in converting inquiries into sales opportunities.
• Send and follow up on customer notifications, including order updates, payment reminders, installation schedules, and completion confirmations.
• Invite prospective customers to visit the showroom and coordinate appointments with the sales team.

Customer Experience and Brand Representation

• Represent the company professionally in every customer interaction.
• Handle customer complaints with patience, empathy, and a solution-oriented approach.
• Maintain a high standard of courtesy and professionalism regardless of the nature of the inquiry.
• Develop sufficient knowledge of the company's products and services to confidently respond to general customer questions.
• Contribute to building long-term customer relationships and maintaining a positive brand image.

Reporting and Administration

• Maintain accurate daily records of incoming and outgoing customer communications.
• Prepare weekly call activity reports for submission to management.
• Respond to customer inquiries received through email and WhatsApp within established service standards.
• Ensure all customer information is recorded and maintained accurately and confidentially.

Qualifications and Requirements

• Diploma or Degree in Business Administration, Communication, Public Relations, or a related field is an advantage.
• Minimum of one year of experience in customer service, call centre operations, or another customer-facing role.
• Previous experience in a telecommunications or mobile phone company call centre will be an added advantage.
• Fluency in both English and Swahili, spoken and written.
• Clear and professional telephone communication skills.
• Basic computer literacy, including Microsoft Office, email applications, and WhatsApp Business.

Personal Attributes

• Excellent verbal communication and interpersonal skills.
• Friendly, professional, and customer-oriented attitude.
• Strong patience and empathy when dealing with customers.
• Good organisational and follow-up skills.
• Reliable, trustworthy, and able to maintain confidentiality.
• Positive attitude and willingness to assist customers.
• Well-presented, punctual, and committed to representing the company professionally.

What Lumac Offers

• Comprehensive training on company products, customer service procedures, and communication standards.
• A professional and supportive working environment.
• Opportunities for career growth and development.
• Competitive remuneration based on qualifications and experience.

How to Apply

Interested candidates should submit their applications and clearly indicate "Customer Care Officer" in the subject line of their email application.

Only shortlisted candidates will be contacted.