General Details

• Duty Station: - Addis Ababa, HQ

• Number of Personnel required:- 3 (Three)

• Employment Level:-

• Job Type:- Permanent

• Required Experience:  3-5 years

• Department:- Customer Service

• Company Sector – Telecom & Technology

• Salary:- Per the Salary scale of the company

Job Description, Roles & Responsibilities

Your daily/routine tasks & roles may include;

• Receiving and answering all Telebirr agent’s service calls, maintaining solid agent relationships by handling questions and concerns with quality work and professionalism.

• Manage large amounts of phone calls daily.

• Resolving Telebirr Agent complaints, managing daily follow ups & drafting status reports on Agent service issues.

• Responding to Telebirr Agent queries in a timely and accurate way, via phone, email or chat.

• Identifying Telebir Agent needs and helping Agents use specific features.

• Analyzing and reporting product malfunctions.

• Update company’s Telebirr Agent’s & Clients Support Manual with recent information about Telebirr services and useful discussions with clients.

• Monitor Agent complaints on social media and reach out to provide assistance.

• Share feature requests and effective workarounds with team members.

• Inform Agents about new Telebirr features and functionalities.

• Follow up with Agents to ensure their technical issues are resolved.

• Gather Agent feedback and share with our Sales and Marketing teams.

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

• Keep records of customer interactions, process customer accounts and file documents.

• Follow communication procedures, guidelines and policies.

• Take the extra mile to engage customers.

• Will report your task & role status in Weekly basis on Excel sheet provided. 

• Will perform other related tasks assigned by your Line Manager or by GM.

Skills, Trainings, Certificates & Awards Required

• Knowledge of basic & advanced Customer Service concepts.

• Familiarity with Sales & Marketing expectations.

• Hands-on experience with MS Excel, Word & PDF

• Good Organizational skills.

• Ability to handle sensitive, confidential information.

• The ability to adapt new environment & challenges easily.

• You should be an Excellent Communicator & Presentable.

• We expect high level of treatment as you work with customers & clients.

• Passionate & Motivated to chat & talk with phone long time.

• Honesty & Integrity.

Qualifications

• BA & above in Customer Service or in Sales & Marketing, Management, Business Administration & related disciplines.

• Preferably prior work experience in Telebirr or Telecom companies.

• Applicants from other Telecom & Technology companies are highly welcomed.

• 3 – 5 years Proven Experience as Tele Marketing or as Customer Support Service

Application Procedure

• Qualified candidates who fulfilled the above requirements ONLY can apply

• Send your CV, work, & educational documents through our email address samyhigherlife@proton.me or you can attach your documents on Telegram/+251912125803

• If you want to apply in person, please come to near Ramada Hotel at Tropical Mall 7th Floor

• Call for further information +251912125803

• Short-Listed, qualified & selected candidates only will be contacted

• Deadline:- 7 (Seven) days from today

Nextstep Technology plc - The Recruitment Team