Dodai Manufacturing Plc (Dodai), is a recently incorporated organization launched in Addis Ababa, Ethiopia on August 01, 2023. Dodai is a fast growing organization with a mission of making urban e-mobility accessible to everyone in Africa through its innovative products and services. Dodai plans to provide brand new electric two wheelers by assembling them here in Addis Ababa and plans to expand to major regional cities in Ethiopia by the end of 2025. It’s thus looking to engage dynamic Ethiopian talent to ensure the achievement of its goals.

To ensure exceptional and consistent customer support, Dodai is hiring a Call Centre Lead to oversee daily operations of the call centre, enhance team performance, and ensure all customer interactions align with Dodai’s commitment to a reliable, seamless, and customer-first experience.

As our customer base grows, you will play a critical role in managing support teams, implementing CX best practices, and acting as a bridge between customers and internal teams (repair and maintenance,sales and finance). The lead will drive operational efficiency, quality assurance, real-time escalations, and feedback loops that inform continuous product and service improvements.

Duties and Responsibilities:

1. Customer Support (CX Department)

• Oversee and manage day-to-day operations of the customer support call centre (inbound, outbound, and follow-ups).

• Monitor real-time performance metrics (e.g. call wait times, resolution times, CSAT).

• Coach, train, and mentor call centre agents to ensure high-quality, empathetic, and efficient service.

• Manage the shift roster and ensure optimal coverage across all customer hours.

• Handle and escalate customer complaints and complex queries when required.

• Ensure all communications align with Dodai’s tone, values, and customer-first approach.

2. Repair & Maintenance Coordination

• Ensure all service-related calls are accurately logged and routed to the Repair & Maintenance Officers.

• Collaborate with maintenance leads to prioritize urgent cases and manage customer expectations on timelines.

• Monitor and report common technical issues to inform preventive maintenance and rider education.

• Coordinate callbacks or follow-ups post-servicing to check on customer satisfaction.

3. Sales & Onboarding Support

• Provide frontline support for new customer inquiries on products, pricing, and subscriptions.

• Route qualified leads to the sales team or onboarding specialists.

• Track and follow up on customer trial experiences and report feedback trends.

• Support upselling or cross-selling initiatives through call centre touchpoints.

4. Logistics & Delivery Coordination

• Communicate with logistics teams to confirm delivery or pickup schedules with customers.

• Notify customers of delays or changes in real time.

• Ensure customers are contacted prior to and after deliveries to verify satisfaction and next steps.

5. Quality Assurance & Reporting

• Analyze call logs, CRM reports, and CSAT data to identify performance gaps and opportunities.

• Lead regular quality checks (e.g. call audits, satisfaction surveys).

• Prepare and present weekly performance dashboards to CX leadership.

• Implement feedback loops to continuously improve support processes and customer journeys.

6. Systems & Tools (CRM/Telephony/Knowledge Base)

• Work with the CX systems administrator to optimize telephony and ticketing tools.

• Ensure agents are trained and consistently use CRM tools to log interactions.

• Collaborate on updating scripts, knowledge bases, and FAQs based on real-time issues.

Job Requirements

Education & Experience

• Degree in Business, Communications, Customer Service, or a related field (Or similar level of education)

• Minimum 2–5 years of experience in a call centre environment, with at least 1\2 years in a supervisory or team lead role.

• Experience working in fast-paced, customer-focused industries (mobility, tech, logistics, or retail is a plus).

• Familiarity with omnichannel support tools (e.g. calls, WhatsApp, chat, email).

• Experience working with or implementing CRM and ticketing systems (e.g. Zoho Desk, Zendesk, Freshdesk).

Skills & Competencies

• Strong leadership and people management skills — ability to train, motivate, and hold team members accountable.

• Excellent verbal and written communication skills in English (and local languages if applicable).

• High emotional intelligence with the ability to handle escalations and calm frustrated customers.

• Strong analytical and problem-solving skills to interpret call data, trends, and KPIs.

• Comfortable with shift scheduling, performance tracking, and reporting.

• Able to multitask, prioritize, and adapt quickly in a dynamic startup-like environment.

Personal Attributes

• Passionate about delivering exceptional customer experiences.

• Empathetic and solution-oriented mindset.

• Energetic, dependable, and able to lead by example.

• Tech-savvy and comfortable learning new systems or processes quickly.

• Interest in sustainability, clean mobility, or the mission of Dodai is a plus.

How to Apply

Apply using THIS LINK