Customer Care Officer

Customer Care Officer (CCO2) Job Opportunity – Dar es Salaam, Tanzania

Position: Customer Care Officer
Location: Makumbusho Branch, Dar es Salaam, Tanzania
Employment Type: Full-Time, Entry Level
Department: Customer Care
Reports To: Customer Care Supervisor

Job Purpose

As a Customer Care Officer, you will serve as the face of Watu by delivering a superior client experience to potential, new, and existing clients. This role involves fostering client relationships, addressing inquiries, resolving complaints, and ensuring seamless service delivery to expand and maintain Watu’s client base.

Key Responsibilities

1. Inbound and Outbound Customer Interaction

• Handle incoming and outgoing calls, SMS, and inquiries from customers.
• Conduct telesales to generate leads and convert them into clients.
• Build and manage a database of clients and leads, ensuring regular follow-ups.
• Address customer inquiries and complaints related to products and services, escalating unresolved issues as needed.
• Provide detailed information about Watu’s products, services, and policies.
• Process customer requests, including forms, orders, and applications.
• Document details of customer interactions, including inquiries, complaints, and actions taken.
• Resolve escalated issues related to payments, repairs, accidents, and other client concerns.
• Collaborate with internal departments for efficient service delivery.
• Prepare and compile weekly reports and data summaries.

2. Verification Process

• Verify loan applications for Watu Simu customers promptly and accurately.
• Ensure all customer documentation meets loan application requirements.
• Assist dealers in troubleshooting system-related queries.
• Make verification calls to confirm borrower and next-of-kin (NoK) details as per scripts.
• Educate clients on calculating weekly installments and total repayment amounts.
• Ensure customers fully understand loan terms, payment details, and other relevant information.

3. Dealer Support

• Provide necessary information for onboarding new dealers.
• Escalate dealer creation requests to the relevant team.
• Accurately log and track dealer-related queries.

Knowledge, Skills, and Experience Required

Educational Qualifications

• Diploma in a relevant field; BSc in Marketing, Business, or related studies is an advantage.

Work Experience

• Minimum of 2 years in customer service, telesales, or a related field.
• Proven experience in handling customer interactions and resolving inquiries.

Skills and Competencies

• Strong understanding of office management, sales, and marketing principles.
• Ability to multitask and meet deadlines effectively.
• Calm and professional demeanor in handling emergencies.
• Commitment to maintaining customer confidentiality.
• Customer-oriented mindset with excellent organizational skills.
• Proficiency in market research tools, CRM software, and MS Office applications.
• Exceptional communication and interpersonal skills.

What We Offer

• Join a dynamic, international team dedicated to achieving high aspirations.
• Opportunities for personal and professional growth.
• Competitive compensation package.
• Comprehensive health benefits.

Interested in Joining Us?
If you’re passionate about delivering exceptional customer service and contributing to Watu’s success, we’d love to hear from you! Submit your CV and cover letter to apply.

Important:
This job opportunity does not require any payment during the recruitment process. Be vigilant against fraudulent activities.