Junior Call Center Officer

About the Role

Ethiopost seeks a dedicated individual to join our call center team in Addis Ababa. In this role, you will be the primary point of contact for our customers, handling their inquiries with professionalism and care while delivering excellent service across multiple communication channels.

Key Responsibilities

• Handle inbound calls from customers, addressing their queries, concerns, and requests courteously and professionally
• Provide timely and accurate information about products, services, and company policies
• Take ownership of customer issues, troubleshoot problems, and work towards timely and satisfactory resolutions
• Escalate complex issues to appropriate departments when required
• Utilize various communication platforms including phone, email, chat, and 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 based on customer needs and preferences
• Handle customer complaints efficiently, displaying strong problem-solving skills and empathy
• Manage multiple tasks simultaneously, such as responding to calls, emails, or chats while updating customer records and completing administrative duties
• Participate in ongoing training sessions and workshops to enhance product knowledge and customer service skills
• Collaborate with other call center officers, team leads, and supervisors to share best practices and contribute to a positive team environment

Requirements

• Adhere to call center scripts, guidelines, and procedures to ensure consistent service delivery
• Maintain a high level of professionalism, empathy, and courtesy during all interactions
• Meet and exceed individual and team-based performance targets, including call handling time, customer satisfaction, and first-call resolution rates
• Follow all company policies, guidelines, and regulations to ensure data security, confidentiality, and compliance with industry standards