Summary: Answer incoming calls from customers and prospective customers across Tanzania promptly and professionally.

Job Details

  • Location: Dar es Salaam

Job Description

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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.

How to Apply for this Job

Send your job application to

hoop.humanresource@gmail.com

.

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How to Apply

Apply by email: hoop.humanresource@gmail.com

Application link: Apply for this job