Hiring Customer Service Rep

1.Answer customer calls on the toll free line and respond to emails, chats and social media messages promptly. 2.Log every enquiry and complaint as a ticket and follow it through to resolution. 3.Help customers with account, payment and app questions, guiding them step by step. 4.Follow up open tickets by phone and keep customers updated until their issue is closed. 5.Escalate technical issues and bugs to the technology team with clear, complete details. 6.Work alongside our AI support system: review its replies and take over conversations that need a person. 7.Handle complaints calmly and professionally, and protect the customer relationship. 8.Record customer feedback and common issues, and share weekly insights to improve the product and service. 9.Keep customer information confidential and follow company policies and procedures.

Requirements • Excellent written and verbal communication skills in English and Swahili. • Strong problem-solving skills and ability to handle customer enquiries and complaints professionally. • Good computer literacy and ability to manage customer interactions across digital platforms. • Willing to work shifts, including weekends. • Available to work full-time from our Dar es Salaam office. Skills • Technical: ticketing and CRM systems, Microsoft Office, Google Workspace, email and chat etiquette, WhatsApp and social media messaging, fast and accurate typing, basic app troubleshooting, call handling. • Personal: patience, empathy, active listening, calm under pressure, polite and clear phone manner, attention to detail, time management, teamwork, reliability.