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

Role overview

Lumac Tanzania Enterprises Limited 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.

This person will be the first voice a client hears when they call Lumac. The quality of that voice, manner, and follow-through will shape how clients perceive the company.

Lumac is not looking for someone who only 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

• Receive all incoming calls promptly and respond with warmth, confidence, and professionalism in line with the Lumac Customer Service Script.
• Listen carefully to each client’s inquiry, request, or concern and provide accurate, helpful, and reassuring responses.
• Record all client interactions in the customer management system, including name, contact details, inquiry type, action taken, and follow-up required.
• Escalate unresolved matters to the appropriate department and follow through to ensure resolution within the committed timeframe.
• Ensure no client is left without a clear next step.

Outbound client communication

• Make outbound follow-up calls to confirm appointments, share order progress updates, and maintain client engagement throughout the project lifecycle.
• Contact clients with pending quotations to answer questions and support the Sales team in advancing proposals toward confirmed orders.
• Send and follow up on client notifications, including order status updates, payment reminders, installation start confirmations, and completion notices.
• Invite prospective clients to the Lumac showroom and schedule visits in coordination with the Sales team.

Brand representation and client experience

• Uphold the Lumac name in every interaction by being professional, courteous, and never dismissive, regardless of the nature of the call.
• Handle complaints with patience, empathy, and a clear solution focus, with the goal of achieving resolution and satisfaction.
• Understand the core Lumac product range well enough to describe it confidently in general terms to inquiring clients.

Reporting and administration

• Maintain accurate daily logs of all calls received and made, including outcomes and follow-up notes.
• Prepare a brief weekly call activity summary for submission to the HR Manager.
• Manage WhatsApp and email inquiries as directed, responding within agreed service turnaround times.

Qualifications and experience

Applicants should have:

• Diploma or Degree in Business Administration, Communication, Public Relations, or a related field. This 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 as 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, and WhatsApp Business.

Personal attributes

• Outstanding verbal communication: clear, warm, professional, and confident at all times.
• Patient and empathetic, with the ability to manage difficult or frustrated callers without becoming flustered.
• Organized and reliable, ensuring every committed action is followed through without exception.
• Energetic, positive, and genuinely interested in people and their needs.
• Discreet, with strict confidentiality of all client information.
• Punctual, well-presented, and proud to represent the Lumac brand on every call.

What Lumac offers

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

How to apply

Interested candidates are invited to submit their applications, clearly stating the job title of the position they are applying for in the subject line.

Email:

Only shortlisted candidates will be contacted.

Lumac Tanzania Enterprises Limited is an equal opportunity employer. Female candidates are highly recommended to apply.