Be the voice of Optica—deliver seamless, human-centered support across phone, email, and social channels.
Bilingual: Luganda & English
• Customer Contact Centre
Location: Nairobi
• Salary: Ksh. 30,000
We’re
scaling customer excellence and looking for a high-energy Customer Service
Officer who is fluent in Luganda and English. You’ll drive first-contact
resolution, deliver accurate information on our products and services, and
close the loop with disciplined follow-through.
Key Responsibilities
- Handle inbound and outbound calls for the
customer contact centre.
- Engage customers via phone and email on behalf
of the company.
- Verify customer and account information with
precision and speed.
- Provide accurate, timely information about
products and services.
- Resolve customer complaints via phone, email,
and social media.
- Support order placement, refunds, and exchanges
end-to-end.
- Convert interest to action by answering product
questions and suggesting alternatives.
- Open and maintain customer accounts; keep
records up-to-date and audit-ready.
- Make timely calls to update customers on
insurance responses.
- Liaise with branches to relay feedback and
manage referrals.
- Conduct follow-up calls to confirm resolution
and next steps.
- Perform any other duties assigned by management.
What You’ll Bring
- Fluency in Luganda and English (both spoken and
written).
- Exceptional phone and email etiquette; clear,
empathetic communicator.
- Bias for action with strong problem-solving and
ownership mindset.
- Organised record-keeping; comfortable working
with customer systems/CRM.
- Adaptable in a fast-paced contact-centre
environment; team-oriented.
- Swahili is an added advantage.
How to Apply
Send
your CV to hr.careers@optica.africa with
the subject line “Customer Service Officer — Luganda & English”.
Applications are reviewed on a rolling basis.
Optica is an equal opportunity employer. Only
shortlisted candidates will be contacted.
