Customer Care Officer

Customer Care Officer Job Vacancy at Hoop Limited – November 2026

Company: Hoop Limited
Position: Customer Care Officer
Location: Dar es Salaam, Tanzania
Job Category: Business Management
Date Posted: 4 November 2026

Key Responsibilities

The successful candidate will be responsible for the following duties:

1. Hotline Management

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

2. Customer Information

– Explain the company’s phone models, pricing, payment plans, and application process clearly and accurately.

3. Agent Referral

• Identify callers’ locations and connect them with the nearest authorised HOOP agent.

• Share the relevant agent’s contact details with customers.

4. Issue Resolution

• Assist in resolving customer enquiries and complaints.

• Escalate payment, device, or account-related issues to the appropriate department.

5. Customer Follow-Up

– Make outbound calls to confirm that customers have received assistance and that their issues have been fully resolved.

6. Call Records and Reporting

• Log all calls, enquiries, and complaints.

• Track customer cases through to resolution.

• Maintain an up-to-date directory of active agents and their contact details by region.

• Report common customer questions, complaints, and emerging trends to management to support service improvement.

Qualifications and Requirements

Applicants should meet the following requirements:

• Diploma or Bachelor’s degree in Business, Marketing, Communications, or a related field.

• At least one year of experience in a call centre or customer service role, preferably in telecommunications, retail, or financial services.

• Excellent spoken Kiswahili and English, with a clear, polite, and confident telephone manner.

• Patient and calm under pressure, with the ability to handle a high volume of calls.

• Good computer skills, particularly in Microsoft Office. Knowledge of CRM or call-logging systems will be an added advantage.

• Good knowledge of smartphones and Tanzania’s regions is an added advantage.

• Ability to drive and possession of a valid driving licence will be an added advantage.

How to Apply

Interested and qualified candidates should submit their job applications through the email address below:

Application Email: hoop.humanresource@gmail.com

Email Subject: Customer Care Officer at Hoop Limited November 2026

Applicants should use the provided email address to submit their applications.