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.