Job Description

Job Title: Customer Service Manager for Adama District

Brief Summary

We are seeking an experienced and skilled Customer Service Manager to lead our customer service team in Adama District. The successful candidate will be responsible for delivering exceptional customer experiences, resolving customer complaints, and improving overall customer satisfaction. This is a great opportunity for a results-driven professional to join our team and contribute to our company’s growth and success.

Key Responsibilities

• Develop and implement customer service strategies to improve customer satisfaction and loyalty
• Lead and manage a team of customer service representatives, providing coaching, training, and performance feedback
• Resolve complex customer complaints and issues in a professional and timely manner
• Analyze customer feedback and complaints to identify trends and areas for improvement
• Collaborate with other departments to resolve customer issues and improve overall customer experience
• Monitor and report on customer service metrics, such as response times, resolution rates, and customer satisfaction

Requirements

• Bachelor’s degree in Business Administration, Marketing, or related field from a reputable Ethiopian university
• Minimum 3 years of experience in customer service management, preferably in a similar industry
• Proven track record of improving customer satisfaction and loyalty
• Excellent communication, leadership, and problem-solving skills
• Ability to work in a fast-paced environment and meet deadlines
• Fluency in Amharic and English, with knowledge of local languages an added advantage
• Proficiency in MS Office and customer relationship management (CRM) software
• Professional certification in customer service or a related field is an added advantage