Call Center Agent

Company:                       OREM PLC

Job Title:                          Call Center Agent
Department:                 Customer Service
Work Location:            Addis Ababa, 22 Mazoria
Employment Type:     Full-Time

We are looking for a customer-focused, professional, and responsible individual to join our team as a Call Center Agent.

1. Key Duties and Responsibilities

The successful candidate will be responsible for the following duties:

1. Inbound Call Handling: Receive and respond to customer calls professionally, providing accurate and timely information about company’s services, products, procedures, and requirements.
2. Customer Assistance: Assist customers with registration, membership requirements, contribution payments, cycles, payout processes, and applicable terms and conditions.
3. Customer Onboarding Support: Guide customers through registration and onboarding procedures by phone and ensure that all necessary preconditions are clearly explained.
4. Application Support: Explain how the mobile application works and assist customers with basic navigation, account access, and digital service procedures.
5. Customer Inquiry Management: Respond to customer questions, requests, and concerns, providing appropriate solutions or referring complex cases to the relevant department.
6. Complaint Handling: Receive, document, follow up on, and help resolve customer complaints promptly and professionally.
7. Outbound Calls and Follow-Up: Contact customers regarding incomplete registration, missing documents, payment reminders, service updates, contract requirements, and other outstanding matters.
8. Customer Verification: Verify customer information in accordance with company procedures before providing account-related assistance or processing requests.
9. Call Documentation: Accurately record customer interactions, inquiries, complaints, requests, resolutions, and follow-up actions in the designated system.
10. Escalation of Issues: Identify technical, financial, contractual, or service-related issues that require further attention and escalate them to the appropriate department.
11. Customer Relationship Management: Build and maintain positive relationships with customers, promote customer satisfaction, and contribute to customer retention and trust.
12. Service Promotion: Provide customers with clear information about relevant mobile application services, features, and updates without misrepresenting company offerings.
13. Reporting: Prepare daily and periodic reports on received calls, outbound calls, customer inquiries, complaints, resolutions, escalations, and other relevant activities.
14. Compliance and Professional Conduct: Follow company policies, call center standards, data protection requirements, and all applicable legal and regulatory procedures.
15. Other Duties: Perform other relevant duties assigned by the immediate supervisor in line with the position.

Requirements

- Education: Diploma or Bachelor’s degree in Business Administration, Management, Marketing, Accounting, Banking and Finance, Information Technology, or a related field.
- Experience: Previous experience in a call center, customer service, tele-sales, client relations, or telephone-based support role is an advantage. Fresh graduates with strong communication and customer-handling skills may also apply.
- Communication Skills: Excellent verbal and written communication skills in Amharic and English, with clear pronunciation and a professional telephone manner.
- Customer Service Skills: Strong interpersonal skills and the ability to deal with customers politely, patiently, and professionally.
- Computer Skills: Basic to intermediate computer skills, including Microsoft Word, Excel, email, customer relationship management systems, and digital record-keeping tools.
- Digital Literacy:

Ability to learn and explain mobile applications and digital service procedures to customers over the phone.
- Listening Skills: Strong active-listening skills and the ability to understand customer needs accurately.
- Problem-Solving: Good judgment and the ability to identify customer needs, resolve routine issues, and escalate complex cases appropriately.
- Integrity and Confidentiality: High ethical standards, honesty, reliability, and the ability to protect confidential customer information.
- Attention to Detail: Ability to record customer information accurately, follow call procedures, and document interactions properly.
- Teamwork: Ability to work effectively with colleagues across different departments.
- Work Flexibility: Willingness to work according to assigned schedules, including shifts, weekends, or public holidays when required.

3. Preferred Competencies

The following will be considered additional advantages:

- Experience working in a technology company, digital financial services, banking, microfinance, or a membership-based service organization.
- Experience using call center software, CRM systems, ticketing platforms, or customer support tools.
- Experience handling customer complaints, follow-ups, and service escalations.
- Knowledge of mobile applications and digital payment services.
- A customer-oriented mindset with the ability to work under pressure, meet performance targets, and manage multiple calls and tasks.

4. Key Personal Attributes

The ideal candidate should be:

- Friendly, approachable, and service-oriented.
- An active listener with clear and confident communication.
- Honest, disciplined, and dependable.
- Patient, respectful, and solution-focused.
- Organized and attentive to detail.
- Proactive and willing to learn.
- Calm and professional when handling difficult or dissatisfied customers.
- Professional in communication, conduct, and telephone etiquette.

How to apply

Interested and qualified applicants are invited to submit their updated CV, educational credentials, and other relevant supporting documents through the following channel:

Application Email: [email protected] or [email protected]
Application Deadline: Within 15 calendar days from the date of publication of this vacancy announcement.
Contact Information: […] or […]

Please use “Call Center Agent Application” as the subject of your email.

Only shortlisted candidates will be contacted for further assessment.