Job Description

Job Title: 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, providing exceptional customer experience, and resolving customer complaints in a timely and professional manner. You will also be responsible for developing and implementing customer service strategies to improve customer satisfaction and loyalty.

Key Responsibilities

• Lead and manage a team of customer service representatives to ensure excellent customer service delivery
• Develop and implement customer service strategies to improve customer satisfaction and loyalty
• Respond to customer inquiries and resolve customer complaints in a timely and professional manner
• Analyze customer feedback and concerns to identify areas for improvement
• Collaborate with other departments to resolve customer issues and improve overall customer experience
• Develop and maintain knowledge of company products and services to provide accurate and helpful information to customers
• Monitor and report on customer service metrics to identify trends and areas for improvement

Requirements

• Bachelor’s degree in Business Administration, Marketing, or related field from a recognized Ethiopian university
• Minimum of 5 years of experience in customer service, preferably in a leadership role
• Proven track record of delivering exceptional customer service and improving customer satisfaction
• Excellent communication, interpersonal, and problem-solving skills
• Ability to work in a fast-paced environment and handle multiple tasks and priorities
• Strong leadership and team management skills, with ability to motivate and coach team members
• Proficiency in Microsoft Office and customer relationship management (CRM) software
• Fluency in English and Amharic, with ability to communicate effectively with customers and stakeholders