It’s mission possible as Dar marks communication’s Customer Service Week
DAR ES SALAAM: AIRTEL Tanzania has joined the global community in commemorating Customer Service Week 2025, under the theme “Mission Possible.”
The celebration reflects the company’s unwavering commitment to its guiding philosophy, “Mteja Kwanza” (Customer First), which continues to drive its operations and innovation efforts nationwide.
Speaking during the launch of the week-long celebration, Airtel Tanzania Managing Director, Charles Kamoto, emphasized that the occasion is more than a formality; it’s a reaffirmation of the company’s core mission to deliver exceptional service every day.
“Customer Service Week for this year, the theme is ‘Mission Possible’. And what this means to us at Airtel is ‘Customer First’. We are taking this week seriously, not only for this week but as a way of also transforming our way of life, which means the customer must be first,” said Mr Kamoto.
“This week, we will be demonstrating across all our touchpoints. We will be at our call centres, the whole management team.”
Over the past year, Airtel Tanzania has introduced various innovations aimed at enhancing customer experience and streamlining daily services. Among the most notable is the LUKU token retrieval service, which has helped thousands of households avoid electricity interruptions by retrieving prepaid electricity tokens seamlessly. The company has also upgraded its self-care tools, enabling customers to manage their accounts conveniently and independently.
In her remarks, Ms. Adriana Lyamba, Customer Service Director at Airtel Tanzania, highlighted the strides made in improving customer autonomy through technology.
“Our self-care services also include self-reversal, allowing you to reverse a transaction quickly without visiting an agent or outlet. This ensures that in the rare case of a mistaken transaction, you can resolve it instantly and conveniently, giving you full control over your Airtel Money account,” she noted.
As part of Customer Service Week, Airtel is rolling out appreciation activities both in-store and across digital platforms, aimed at celebrating the loyalty and trust of its customers. The company also underscored its dedication to listening to customer feedback and acting on it — a process that has led to physical expansion, including the opening of new service centres across the country to bring support closer to both urban and rural communities.
With a clear focus on service excellence and customer-centric innovation, Airtel Tanzania reaffirmed that “Mteja Kwanza” remains more than a slogan — it’s a sustained commitment to making life better for every Tanzanian who chooses Airtel.
