Job Description

Job Title: Customer Service Representative

Brief Summary

We are seeking a highly skilled and experienced Customer Service Representative to join our team. The successful candidate will be responsible for providing exceptional customer service, responding to customer inquiries, and resolving customer complaints in a timely and professional manner. The ideal candidate will have excellent communication skills, a strong customer focus, and the ability to work in a fast-paced environment.

Key Responsibilities

• Respond to customer inquiries via phone, email, and other communication channels in a timely and professional manner
• Resolve customer complaints and concerns in a fair and courteous manner
• Provide product or service information to customers, including features, benefits, and pricing
• Process customer orders, returns, and exchanges in accordance with company policies and procedures
• Collaborate with internal teams, such as sales and operations, to resolve customer issues and improve customer satisfaction
• Identify and escalate customer complaints or issues that require attention from senior management or other departments
• Participate in ongoing training and development to improve customer service skills and knowledge of products and services

Requirements

• Diploma or Bachelor’s degree in a related field, such as Business Administration, Marketing, or Communications
• Minimum 2 years of experience in customer service, preferably in a similar industry or sector
• Excellent communication and interpersonal skills, with the ability to communicate effectively with customers, colleagues, and management
• Strong problem-solving and conflict resolution skills, with the ability to remain calm and professional in high-pressure situations
• Ability to work in a fast-paced environment, with a high volume of customer interactions and inquiries
• Proficiency in Amharic and English, with the ability to communicate effectively in both languages
• Knowledge of customer service principles, practices, and standards, with a strong focus on customer satisfaction and loyalty
• Ability to work flexible hours, including evenings and weekends, as required
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook