Call Center Representative Operations

iSON Xperience`s Ethio-call plc. is interested to hire 25 enthusiastic and customer-focused individuals to join our team as Call Center Representatives in Addis Ababa.

Location: Addis Ababa

Number of Positions: 25

Duties & Responsibilities:

• Build rapport with customers by handling each and every customer call in a courteous; and professional manner,

• Ensures consistently imparts the correct product and services information during each call.

• Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service

• Demonstrate appropriate levels of empathy in situations that require these

• skills; and provides customers with caring individualized attention.

• Accurately tags each call as per defined tagging list/CRM tagging list.

• Ensure that the quality of each call is in compliance with predefined quality parameters.

• Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader.

• Utilizes the relevant tools and resources provided by the Company to respond to customer queries and requests.

• Ensure strict adherence to established attendance schedules.

• Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship.

• Provides the relevant reports on a daily basis – where applicable.

• Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same

• Maintain a cordial relationship with All line of report/support staffs

Job Requirement:

• Education: Bachelor’s Degree in any field

• Experience: No prior experience required – fresh graduates are encouraged to apply

Required Skills:

• Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.

• Good typing speed and computer skills, particularly with regard to Microsoft office applications.

• Good communication skills including a clear voice; and fluency in English and local languages pertaining to the respective location.

• Ability to maintain a calm disposition particularly in stressful work situations.

• Displays a positive attitude; ability to remain positive and energetic throughout a work day.

• Updates self on products and services by reading new product information; and participating in training opportunities Updates own market intelligence on comparative product and services WORK CONDITIONS

• Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays

• To reside within reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements – where applicable May be required to undergo periodic medical examination to assess own suitability for continued employment at the Call Center

• Languages Required: Amharic, Afan-Oromo, Tigrigna and Somali

How to Apply:

Apply using THIS LINK