Customer Service Officer Job Vacancy

Responsibilities

• Answer customer calls on the toll free line and respond to emails, chats and social media messages promptly.
• Log every enquiry and complaint as a ticket and follow it through to resolution.
• Help customers with account, payment and app questions, guiding them step by step.
• Follow up open tickets by phone and keep customers updated until their issue is closed.
• Escalate technical issues and bugs to the technology team with clear, complete details.
• Work alongside our AI support system: review its replies and take over conversations that need a person.
• Handle complaints calmly and professionally, and protect the customer relationship.
• Record customer feedback and common issues, and share weekly insights to improve the product and service.
• Keep customer information confidential and follow company policies and procedures.

Requirements

• At least 6 months of experience in customer service or a related role.
• Fluent in English and Swahili, written and spoken.
• Excellent written and verbal communication skills in English and Swahili.
• Strong problem-solving skills and ability to handle customer enquiries and complaints professionally.
• Good computer literacy and ability to manage customer interactions across digital platforms.
• Willing to work shifts, including weekends.
• Available to work full-time from our Dar es Salaam office.

Qualifications

• Certificate or Diploma in Business Administration, Customer Service, Communications, IT or a related field.

Skills