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Call Center Representative

ISON Xperiance Ethiocall PLC

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Business

Marketing Management

Addis Ababa

0 years

100 Positions

2025-05-10

to

2025-05-30

Required Skills

establish customer rapport

communicate with customers

maintain high quality of calls

+ show more
Fields of study

Marketing

Marketing Management

Full Time

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Job Description

iSON Xperience`s Ethio-call plc. is interested to hire 100 enthusiastic and customer-focused individuals to join our team as Call Center Representatives in Addis Ababa. If you are fluent both in Amharic and Afan Oromo (Oromiffa) and have a passion for delivering excellent customer service, we want to hear from you!

Required Number: 100

Duties and 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.

  • Utilises 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 Requirements:

  • Education: Bachelor's Degree in any field.

  • Expereince: Fresh graduates are encouraged to apply.

  • Language Required: Amharic and Afan Oromo (Mandatory); additional languages such as English, Somali or Tigrigna are a plus.

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

How to Apply:

Fields Of Study

Marketing

Marketing Management

Skills Required

establish customer rapport

communicate with customers

maintain high quality of calls

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