Customer Care Officer Job Description

Organization details

Organization: Lumac Tanzania Enterprises Limited
Position: Customer Care Officer
Department: Customer Experience / Call Centre
Reports to: HR Manager
Location: Dar es Salaam, Tanzania

Role overview

Lumac Tanzania Enterprises is seeking a warm, professional, and highly communicative individual to join its team as a Customer Care Officer in the Dar es Salaam call centre.

The Customer Care Officer will often be the first voice a client hears when contacting Lumac. The quality of that voice, manner, and follow-through will shape how clients perceive the company.

Lumac is not looking for someone who simply answers phones. The company is looking for someone who builds relationships over the phone with consistency, warmth, and professionalism in every call.

Key responsibilities

Inbound call management

The Customer Care Officer will be responsible for handling incoming client calls professionally and efficiently. Duties include:

• Receiving all incoming calls promptly and responding with warmth, confidence, and professionalism in line with the Lumac Customer Service Script.
• Listening carefully to each client’s inquiry, request, or concern and providing accurate, helpful, and reassuring responses.
• Recording all client interactions in the customer management system, including:
  • Name
  • Contact details
  • Inquiry type
  • Action taken
  • Follow-up required
• Escalating unresolved matters to the appropriate department and following through to ensure resolution within the committed timeframe.
• Ensuring that no client is left without a clear next step.

Outbound client communication

The Customer Care Officer will also support proactive client communication. Duties include:

• Making outbound follow-up calls to confirm appointments, share order progress updates, and maintain client engagement throughout the project lifecycle.
• Contacting clients with pending quotations to answer questions and support the Sales team in advancing proposals toward confirmed orders.
• Sending and following up on client notifications, including:
  • Order status updates
  • Payment reminders
  • Installation start confirmations
  • Completion notices
• Inviting prospective clients to the Lumac showroom.
• Scheduling showroom visits in coordination with the Sales team.

Brand representation and client experience

The Customer Care Officer will represent the Lumac brand in every client interaction. Responsibilities include:

• Upholding the Lumac name in every interaction by remaining professional, courteous, and never dismissive, regardless of the nature of the call.
• Handling complaints with patience, empathy, and a clear solution focus.
• Ensuring that the goal of every complaint interaction is resolution and client satisfaction.
• Understanding the core Lumac product range well enough to describe it confidently in general terms to inquiring clients.

Reporting and administration

The Customer Care Officer will maintain proper records and support administrative reporting. Duties include:

• Maintaining accurate daily logs of all calls received and made.
• Recording call outcomes and follow-up notes.
• Preparing a brief weekly call activity summary for submission to the HR Manager.
• Managing WhatsApp and email inquiries as directed.
• Responding to WhatsApp and email inquiries within agreed service turnaround times.

Qualifications and experience

Applicants should meet the following requirements:

• Diploma or Degree in Business Administration, Communication, Public Relations, or a related field is advantageous but not essential.
• Minimum of one year of experience in a customer service, call centre, or client-facing role.
• Prior experience in a mobile phone company call centre will be an added advantage.
• Fluency in both spoken Swahili and English, as both languages are used daily.
• Confidence and professionalism in communication.
• Clear, warm, and pleasant telephone voice with natural conversational ease.
• Basic computer literacy, including:
  • Microsoft Office
  • Email
  • WhatsApp Business

Personal attributes

The ideal candidate should demonstrate the following qualities:

• Outstanding verbal communication skills.
• Clear, warm, professional, and confident communication at all times.
• Patience and empathy when handling difficult or frustrated callers.
• Ability to manage challenging conversations without becoming flustered.
• Strong organizational skills and reliability.
• Commitment to following through on every promised action without exception.
• Energetic and positive attitude.
• Genuine interest in people and their needs.
• Discretion in handling client information, as all client information is strictly confidential.
• Punctuality and professional presentation.
• Pride in representing the Lumac brand on every call.

What Lumac offers

Lumac Tanzania Enterprises offers the following to the successful candidate:

• Full training on the Lumac Customer Service Script.
• Training on the company’s product range and call procedures before commencing work.
• A professional and supportive work environment.
• Genuine growth opportunities as the company expands.
• Competitive salary commensurate with experience.

Interested candidates are invited to submit their applications by email.

Applicants should clearly state the job title of the position they are applying for in the subject line.

Email: [email protected]

Only shortlisted candidates will be contacted.