Customer Care Officer

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.