Duties & Responsibilities:

1. Handle inbound calls from customers, addressing their queries, concerns, and requests courteously and professionally. Offer timely and accurate information about products, services, or company policies.
2.    Take ownership of customer issues, troubleshoot problems, and work towards timely and satisfactory resolutions. Escalate complex issues to appropriate departments if required.
3.    Utilize various communication platforms such as phone, email, chat, or social media to assist customers effectively. Ensure consistent and positive communication across all channels.
4.    Accurately record and maintain customer information, interactions, and transactions in the call center database or CRM software.
5.    Identify opportunities to upsell or cross-sell products and services to customers while providing valuable recommendations based on their needs and preferences.
6.    Adhere to call center scripts, guidelines, and procedures to ensure consistent service delivery. Maintain a high level of professionalism, empathy, and courtesy during interactions.
7.    Meet and exceed individual and team-based performance targets, including call handling time, customer satisfaction, and first-call resolution rates.
8.    Participate in ongoing training sessions and workshops to enhance product knowledge, customer service skills, and call center processes.
9.    Handle customer complaints efficiently, displaying strong problem-solving skills and empathy to resolve issues to the customer's satisfaction.
10.    Manage multiple tasks simultaneously, such as responding to calls, emails, or chats while updating customer records and completing administrative duties.
11.    Collaborate with other call center officers, team leads, and supervisors to share best practices, resolve challenges, and contribute to a positive team environment.
12.    Follow all company policies, guidelines, and regulations to ensure data security, confidentiality, and compliance with industry standards.
13.    Also performs related duties assigned by the immediate supervisor.

Job Requirements

1. BA Degree with 0 years of experience or College Diploma + TVET level IV with 0 years of experience 

How to Apply

reqrutment@ethio.post