Customer Care Officer – Mwanza

About the role

WATU is seeking a motivated Customer Care Officer to join its fast‑growing team in Mwanza, Tanzania. You will be the primary point of contact for customers, handling inquiries, complaints, and sales leads while supporting marketing operations.

Key responsibilities

• Manage inbound and outbound calls and SMS, addressing customer inquiries and complaints.
• Conduct telesales activities to generate and qualify leads.
• Build and maintain client and lead databases, following up to convert leads into customers.
• Process customer forms, orders, and applications accurately.
• Escalate priority issues to senior management and document actions taken.
• Compile data, prepare weekly reports, and support internal coordination.
• Perform additional clerical and administrative tasks as assigned.

Required profile

• Proven experience in customer service or telesales.
• Good understanding of office management, sales and marketing principles.
• Ability to multitask, meet deadlines and remain calm under pressure.
• Strong commitment to customer confidentiality and data accuracy.

Required skills

• Excellent knowledge of MS Office.
• Familiarity with CRM tools and online marketing applications.
• Competence in using market research databases.