Customer Care Officer

About Lumac Limited

Lumac Limited is Tanzania’s top provider of premium balustrade and architectural solutions, dedicated to quality, innovation, and enhancing safety and style in all types of spaces.

About the Role

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.

Responsibilities

• 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.

• 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.

• 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.

• 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.

Requirements

• 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.

• 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.