Job Expired
Call Centre Officer
Dodai Manufacturing
Business
Marketing Management
Addis Ababa
1 years - 2 years
1 Position
2025-05-15
to
2025-05-28
handle customer complaints
Journalism, media studies and communication
Business
Full Time
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Job Description
About Dodai:
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 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.
Purpose of the Position:
The Call Centre Officer is responsible for delivering timely, accurate, and empathetic support to Dodai’s customers through phone, chat, and other communication channels. Reporting to the Customer Engagement Lead, you will ensure that every customer interaction reflects Dodai’s commitment to reliability, efficiency, and care.
You will serve as the first point of contact for customers and prospects — handling inquiries, resolving issues, escalating cases when needed, and ensuring a smooth experience across the entire customer journey. The role plays a vital part in maintaining customer trust, improving satisfaction, and supporting daily operations across repair, logistics, and sales.
Responsibilities:
1. Customer Support & Issue Resolution
Respond to customer queries via phone, chat, or messaging platforms in a timely and professional manner.
Provide accurate information on Dodai products, services, repairs, and subscriptions.
Log customer interactions, complaints, and feedback accurately in the CRM or ticketing system.
Resolve common issues independently and escalate complex ones to the customer engagement lead or relevant department.
2. Ticketing & Case Management
Create, assign, and follow up on customer tickets (e.g. for repairs, returns, or service requests).
Track ticket resolution status and ensure timely closure based on SLA timelines.
Ensure proper documentation of customer cases to support trend analysis and team reviews.
3. Collaboration with Other Teams
Liaise with the Customer Engagement Lead to escalate to the Repair & Maintenance Officers to coordinate service appointments or troubleshoot issues.
Coordinate with the logistics team for delivery or pickup confirmations through the customer engagement lead.
Notify the sales or onboarding team when there are inquiries or opportunities from new prospects through the customer engagement lead.
4. Feedback Collection & Reporting
Record customer satisfaction scores (CSAT, NPS) where applicable.
Capture and share recurring customer issues or feedback to help improve processes and services.
Participate in daily or weekly debriefs with the Customer Engagement Lead to review performance and customer experience insights.
5. System Use & Compliance
Use internal systems (CRM, telephony, ticketing) to manage tasks and record data accurately.
Follow standard operating procedures (SOPs), call scripts, and data privacy guidelines.
Stay updated on new product features, service policies, and internal tools through training or briefings.
Job Requirements
Qualifications
Education & Experience
Bachelor's degree in Communications, Business, Customer Service, or related field.
1–2 years of experience in a customer support, call centre, or front-facing service role.
Experience in a tech, mobility, retail, or logistics company is a plus.
Familiarity with CRM or ticketing tools (e.g. Zoho Desk, Freshdesk, Zendesk) is preferred.
Skills
Excellent verbal and written communication skills.
Strong active listening and problem-solving abilities.
Proficient in using phones, chat platforms, and customer support systems.
Comfortable handling multiple tasks in a fast-paced, high-volume environment.
Ability to remain calm and professional under pressure or when dealing with frustrated customers.
Basic data entry and reporting skills using Google Sheets or CRM dashboards.
Personal Attributes
Empathetic, customer-first mindset.
A team player who can also work independently.
Reliable, punctual, and consistent with work attendance.
Willingness to learn and adapt to new tools and processes.
Positive attitude and a strong sense of accountability.
How To Apply
Interested and qualified applicants can apply using THIS LINK
Fields Of Study
Journalism, media studies and communication
Business
Skills Required
handle customer complaints
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