iSON Xperiences Ethiocall PLC seeks to recruit Customer Care Representatives for our Ethiopia Contact Center.
The Customer Care Representative is primarily responsible for ensuring delivery of exceptional customer service to customers.
Main Duties:
- Build rapport with customers by handling each and every customer call in a courteous; and professional manner.
- Ensures consistently imparts the correct product and services information during each call.
- Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service.
- Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.
- Ensure that the quality of each call is in compliance with predefined quality parameters.
- Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader.
- Ensure strict adherence to established attendance schedules.
- Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same.
Job Requirements
Academic & Skills Requirement:
- Minimum of a Degree from a reputable tertiary institution.
- Experience in customer service roles is an advantage.
- Must be willing to work flexible hours
- Good typing speed and computer skills, particularly with regard to Microsoft office applications
- Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries
- Good communication skills including a clear voice; and fluency in English
- Ability to work in a team environment.
- Due to the nature of our industry where we need to serve customers who may only speak Ethiopia local languages; we require persons who also speak any of the following languages: Amharic; Omorifa; Tigrinya; or Somali
- Ability to maintain a calm disposition particularly in stressful work situations
- Displays a positive attitude; ability to remain positive and energetic throughout a workday
How to Apply
Interested applicants with the appropriate qualifications and experience should submit their most recent and detailed CV via email: mariet.kalebuka@isonxperiences.com.
Note: Email subject heading should read: Customer Care Executive Application. Only Shortlisted Candidates will be contacted.
Application deadline Monday, 21st March 2022
