Job Description

Job Title: Customer Call Center Officer

Brief Summary

We are seeking a highly skilled and customer-focused Customer Call Center Officer to join our team. The successful candidate will be responsible for providing exceptional customer service, responding to customer inquiries, and resolving issues in a timely and professional manner. The ideal candidate will have excellent communication skills, a strong ability to work in a fast-paced environment, and a passion for delivering outstanding customer experiences.

Key Responsibilities

• Answer customer calls, emails, and chats in a prompt and professional manner, providing accurate and helpful information to resolve customer inquiries and concerns.
• Respond to customer complaints and issues, resolving them in a fair and timely manner, and escalating complex issues to senior staff as needed.
• Provide product and service information to customers, promoting our company’s offerings and making recommendations to meet customer needs.
• Use customer relationship management (CRM) software to manage customer interactions, update customer records, and track customer issues.
• Collaborate with internal teams, such as sales and technical support, to resolve customer issues and improve customer satisfaction.
• Participate in ongoing training and quality improvement initiatives to enhance customer service skills and knowledge of company products and services.

Requirements

• Bachelor’s degree in a relevant field, such as Business Administration, Marketing, or Communications, from a recognized Ethiopian university.
• Minimum 2 years of experience in a customer-facing role, preferably in a call center environment.
• Excellent communication and interpersonal skills, with the ability to communicate effectively with customers, colleagues, and management.
• Strong problem-solving and analytical skills, with the ability to resolve customer issues in a fair and timely manner.
• Ability to work in a fast-paced environment, with a high volume of customer interactions, and to prioritize tasks and manage time effectively.
• Proficiency in Amharic and English, with the ability to communicate fluently in both languages.
• Basic computer skills, including Microsoft Office and CRM software, with the ability to learn new systems and technologies quickly.
• Certificate in customer service, call center operations, or a related field is an advantage.