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

Optica was formed in 1959 in Nairobi, Kenya. The company has grown steadily over the years to become the largest optical practitioners in East Africa region. What began as a one room, 5 staff operation has today grown to 30+ branch operations with 300+ staff. Our Services Kenya has 100’s of opticians who are running shops but are not qualified to test...

 

Customer Service Officer - Bilingual (Luganda & English)

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience
  • LocationNairobi
  • Job FieldArt / Crafts / Languages  , Customer Care 
  • 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.

Check how your CV aligns with this job

Method of Application

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.

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