Duties & Responsibilities:

• 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.

• Take ownership of customer issues, troubleshoot problems, and work towards timely and satisfactory resolutions. Escalate complex issues to appropriate departments if required.

• Utilize various communication platforms such as phone, email, chat, or social media to assist customers effectively. Ensure consistent and positive communication across all channels.

• Accurately record and maintain customer information, interactions, and transactions in the call center database or CRM software.

• Identify opportunities to upsell or cross-sell products and services to customers while providing valuable recommendations based on their needs and preferences.

• Adhere to call center scripts, guidelines, and procedures to ensure consistent service delivery. Maintain a high level of professionalism, empathy, and courtesy during interactions.

• Meet and exceed individual and team-based performance targets, including call handling time, customer satisfaction, and first-call resolution rates.

• Participate in ongoing training sessions and workshops to enhance product knowledge, customer service skills, and call center processes.

• Handle customer complaints efficiently, displaying strong problem-solving skills and empathy to resolve issues to the customer's satisfaction.

• Manage multiple tasks simultaneously, such as responding to calls, emails, or chats while updating customer records and completing administrative duties.

• Collaborate with other call center officers, team leads, and supervisors to share best practices, resolve challenges, and contribute to a positive team environment.

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

• Also performs related duties assigned by the immediate supervisor.

Job Requirements

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

How To Apply

Submit your application and CV along with supporting documents Via email: reqrutment@ethio.post