The Call Center Agent is responsible for providing excellent customer service to clients, drivers, and other stakeholders of Trucks Load PLC. This role involves handling inbound and outbound calls, addressing inquiries, resolving issues, and ensuring accurate information dissemination. The ideal candidate will possess strong communication and problem-solving skills, a positive attitude, and the ability to work effectively in a fast-paced environment.

Key Responsibilities:

• Answer inbound calls promptly and professionally, providing information and assistance to callers.

• Make outbound calls to follow up on inquiries, provide updates, or gather necessary information.

• Accurately record details of inquiries, comments, and complaints in the company's CRM system.

• Resolve customer issues and complaints efficiently and escalate complex issues to the appropriate personnel.

• Provide information about Trucks Load PLC’s services, processes, and policies.

• Assist drivers with inquiries related to load assignments, routes, and other logistical matters.

• Collaborate with other departments, such as dispatch and operations, to ensure smooth service delivery.

• Maintain a thorough understanding of company offerings and industry knowledge.

• Meet or exceed established call handling metrics and quality standards.

• Contribute to a positive and collaborative team environment.

• Perform other duties as assigned by the Call Center Supervisor.

Job Requirements

• Diploma or Bachelor's degree in any relevant field.

• Proven experience (at least 1-3 years) in a call center or customer service role, preferably within the logistics or transportation industry.

• Fluency in Amharic and English is essential. Proficiency in other local languages like Tigrigna, Somali, etc. is an advantage.

• Excellent verbal and written communication skills.

• Strong active listening and problem-solving abilities.

• Ability to remain calm and professional under pressure.   

• Proficiency in using computer systems and CRM software.   

• Strong organizational and time management skills.

• Ability to work independently and as part of a team.

• Customer-centric attitude with a focus on providing high-quality service.

Personal Attributes:

• Positive and enthusiastic demeanor.

• Patient and empathetic.

• Detail-oriented and accurate.

• Reliable and punctual.

• Adaptable and willing to learn.

• Strong work ethic.

How to Apply

Apply Through THIS LINK