Job Description

Senior Customer Service Officer

Brief Summary

We are seeking an experienced and results-driven Senior Customer Service Officer to join our team. As a Senior Customer Service Officer, you will be responsible for leading our customer service team, resolving complex customer complaints, and developing strategies to improve customer satisfaction and loyalty. You will also be responsible for ensuring that our customer service team provides exceptional service to our customers, responding to their inquiries, and resolving their issues in a timely and professional manner.

Key Responsibilities

• Lead and manage a team of customer service representatives to ensure that customers receive exceptional service and support
• Develop and implement strategies to improve customer satisfaction and loyalty, and to resolve complex customer complaints
• Respond to customer inquiries and resolve issues in a timely and professional manner, using various communication channels such as phone, email, and chat
• Collaborate with other departments to resolve customer issues and improve overall customer experience
• Analyze customer feedback and concerns, and develop recommendations to improve products and services
• Develop and maintain knowledge of our products and services, and stay up-to-date with industry trends and developments
• Monitor and report on customer service metrics, such as customer satisfaction, first contact resolution, and average handling time

Requirements

• Bachelor’s degree in Business Administration, Marketing, or a related field from a recognized Ethiopian university
• Minimum of 5 years of experience in customer service, with at least 2 years in a leadership or supervisory role
• Proven track record of improving customer satisfaction and loyalty, and resolving complex customer complaints
• Excellent communication, interpersonal, and problem-solving skills, with the ability to work in a fast-paced environment
• Strong leadership and management skills, with the ability to motivate and develop a team of customer service representatives
• Proficiency in MS Office applications, and experience with customer relationship management (CRM) software
• Fluency in Amharic and English, with excellent writing and speaking skills
• Ability to work in a team environment, and to build strong relationships with customers, colleagues, and other stakeholders