Duties & Responsibilities

1. Respond to customer inquiries, concerns, and complaints promptly and professionally. Help, troubleshoot problems, and provide appropriate solutions to ensure a positive customer experience. 

2. Thoroughly understand the company's products and services to accurately address customer inquiries and educate them on product features, benefits, and usage. 

3. Handle customer orders, process transactions, and ensure timely delivery of products or services. Collaborate with relevant departments to expedite order fulfillment. 

4. Investigate and resolve customer issues, including billing discrepancies, product defects, and service interruptions. Take ownership of problems and follow through until they are satisfactorily resolved. 

5. Communicate effectively and empathetically with customers using clear and concise language. Adapt communication style to suit the customer's needs and ensure a positive interaction.

 6. Actively collect and document customer feedback to identify trends, recurring issues, and areas for improvement in products or services. Relay feedback to appropriate departments to enhance overall customer satisfaction.

7. Identify and escalate complex or unresolved customer issues to the appropriate person. Build and maintain strong customer relationships through personalized and consistent interactions. Strive to create loyal customers who advocate for the company's products and services. Higher-level support or management for further assistance and resolution. 

8. Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions. 

9. Work hand in hand with operation department and other departments on quick and efficient resolution of customer issues and queries. 

10. Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive. 

11. Prepare or receive damage shipment report necessary in the settlement of claims. 

12. To ensure high quality in the handling of all customers complaints by ensuring that all complaints are resolved timely and professionally. 

13. Contribute to the development and maintenance of the company's knowledge base and FAQs (frequently asked questions) to assist customers in finding quick solutions to common inquiries. 

14. Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and Job Description agreements. Builds others' trust in own professionalism, integrity, expertise and ability to get results. 

15. Stay updated on industry trends, customer service best practices, and product knowledge to continuously improve the quality of customer care provided. 

16. Follow all company policies, guidelines, and regulations to ensure data security, confidentiality, and compliance with industry standards. 

17. To carry out prompt and professional settlement of customers claims (insurance and non-insurance) in line with Ethiopost terms and conditions in addition to following up with Finance department if requested claim is settled on time. 

18. Making sure complaints are registered on system and closed accordingly in addition to maintaining the global (UPU) and regional KPI set for case resolution. 

19. Doing aggressive proactive for all inbound and outbound shipments on each Ethiopost products. 

20. Submitting reports assigned on time and clearly. 

21. Also performs related duties assigned by the immediate supervisor / Manager

Job Requirements

1,Education and Experience: BA/BSC Degree with 1 years of experience or College Diploma + TVET level IV with 2 years of experience 

2. Strong communication skills, including the ability to effectively communicate with a variety of stakeholders. 

3. Strong understanding of technology and ability to leverage technology to enhance operational efficiency and effectiveness including identifying opportunities to automate processes, implement new technologies, and improve data management.

How to Apply

Submit your application and CV along with supporting documents to recruitment@ethio.post