Job Description

Senior Customer Service Officer

Brief Summary

We are seeking an experienced and results-driven Senior Customer Service Officer to join our team. The successful candidate will be responsible for providing exceptional customer service, resolving customer complaints, and improving overall customer experience. This is an exciting opportunity for a motivated and customer-focused individual to take their career to the next level and contribute to the growth and success of our organization.

Key Responsibilities

• Manage and resolve customer complaints in a professional and timely manner
• Provide exceptional customer service through various channels, including phone, email, and in-person
• Analyze customer feedback and implement changes to improve customer experience
• Develop and maintain strong relationships with customers to increase loyalty and retention
• Collaborate with internal teams to resolve customer issues and improve overall customer experience
• Stay up-to-date with industry trends and developments to continuously improve customer service standards
• Train and mentor junior customer service staff to ensure excellent customer service delivery

Requirements

• Bachelor’s degree in Business Administration, Marketing, or related field from a recognized Ethiopian university
• Minimum 3 years of experience in customer service, with at least 1 year in a senior role
• Excellent communication, problem-solving, and interpersonal skills
• Proficiency in Amharic and English languages, with knowledge of other local languages an advantage
• Strong analytical and reporting skills, with ability to interpret customer data and feedback
• Ability to work in a fast-paced environment and meet deadlines
• Knowledge of Ethiopian consumer protection laws and regulations
• Certificate in customer service or related field from a recognized institution an advantage