Customer Service Officer - Bilingual (Luganda & English) at Optica Ltd

• 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.