{"id":3564453,"url":"https://alion.io/job/orem-call-center-agent","title":"Call Center Agent","company":{"id":4490086,"name":"OREM","domain":null,"url":"https://alion.io/company/orem-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Addis Ababa, Ethiopia"],"countries":["ET"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Gmail","optional":false}],"status":"live","first_seen_at":"2026-10-31T08:12:16Z","employer_posted_date":null,"last_verified_at":"2026-10-31T08:12:16Z","board_verified":false,"closed_at":null,"days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"Company: OREM PLC\nJob Title: Call Center Agent\nDepartment: Customer Service\nWork Location: Addis Ababa, 22 Mazoria\nEmployment Type: Full-Time\n\nWe are looking for a customer-focused, professional, and responsible individual to join our team as a Call Center Agent.\n\n1. Key Duties and Responsibilities\n\nThe successful candidate will be responsible for the following duties:\n\n1. Inbound Call Handling: Receive and respond to customer calls professionally, providing accurate and timely information about company’s services, products, procedures, and requirements.\n2. Customer Assistance: Assist customers with registration, membership requirements, contribution payments, cycles, payout processes, and applicable terms and conditions.\n3. Customer Onboarding Support: Guide customers through registration and onboarding procedures by phone and ensure that all necessary preconditions are clearly explained.\n4. Application Support: Explain how the mobile application works and assist customers with basic navigation, account access, and digital service procedures.\n5. Customer Inquiry Management: Respond to customer questions, requests, and concerns, providing appropriate solutions or referring complex cases to the relevant department.\n6. Complaint Handling: Receive, document, follow up on, and help resolve customer complaints promptly and professionally.\n7. Outbound Calls and Follow-Up: Contact customers regarding incomplete registration, missing documents, payment reminders, service updates, contract requirements, and other outstanding matters.\n8. Customer Verification: Verify customer information in accordance with company procedures before providing account-related assistance or processing requests.\n9. Call Documentation: Accurately record customer interactions, inquiries, complaints, requests, resolutions, and follow-up actions in the designated system.\n10. Escalation of Issues: Identify technical, financial, contractual, or service-related issues that require further attention and escalate them to the appropriate department.\n11. Customer Relationship Management: Build and maintain positive relationships with customers, promote customer satisfaction, and contribute to customer retention and trust.\n12. Service Promotion: Provide customers with clear information about relevant mobile application services, features, and updates without misrepresenting company offerings.\n13. Reporting: Prepare daily and periodic reports on received calls, outbound calls, customer inquiries, complaints, resolutions, escalations, and other relevant activities.\n14. Compliance and Professional Conduct: Follow company policies, call center standards, data protection requirements, and all applicable legal and regulatory procedures.\n15. Other Duties: Perform other relevant duties assigned by the immediate supervisor in line with the position.\n\nRequirements\n- Education: Diploma or Bachelor’s degree in Business Administration, Management, Marketing, Accounting, Banking and Finance, Information Technology, or a related field.\n- 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.\n- Communication Skills: Excellent verbal and written communication skills in Amharic and English, with clear pronunciation and a professional telephone manner.\n- Customer Service Skills: Strong interpersonal skills and the ability to deal with customers politely, patiently, and professionally.\n- Computer Skills: Basic to intermediate computer skills, including Microsoft Word, Excel, email, customer relationship management systems, and digital record-keeping tools.\n- Digital Literacy:\nAbility to learn and explain mobile applications and digital service procedures to customers over the phone.\n- Listening Skills: Strong active-listening skills and the ability to understand customer needs accurately.\n- Problem-Solving: Good judgment and the ability to identify customer needs, resolve routine issues, and escalate complex cases appropriately.\n- Integrity and Confidentiality: High ethical standards, honesty, reliability, and the ability to protect confidential customer information.\n- Attention to Detail: Ability to record customer information accurately, follow call procedures, and document interactions properly.\n- Teamwork: Ability to work effectively with colleagues across different departments.\n- Work Flexibility: Willingness to work according to assigned schedules, including shifts, weekends, or public holidays when required.\n\n3. Preferred Competencies\n\nThe following will be considered additional advantages:\n\n- Experience working in a technology company, digital financial services, banking, microfinance, or a membership-based service organization.\n- Experience using call center software, CRM systems, ticketing platforms, or customer support tools.\n- Experience handling customer complaints, follow-ups, and service escalations.\n- Knowledge of mobile applications and digital payment services.\n- A customer-oriented mindset with the ability to work under pressure, meet performance targets, and manage multiple calls and tasks.\n\n4. Key Personal Attributes\n\nThe ideal candidate should be:\n\n- Friendly, approachable, and service-oriented.\n- An active listener with clear and confident communication.\n- Honest, disciplined, and dependable.\n- Patient, respectful, and solution-focused.\n- Organized and attentive to detail.\n- Proactive and willing to learn.\n- Calm and professional when handling difficult or dissatisfied customers.\n- Professional in communication, conduct, and telephone etiquette.\n\nHow to apply\nInterested and qualified applicants are invited to submit their updated CV, educational credentials, and other relevant supporting documents through the following channel:\n\nApplication Email:  or \nApplication Deadline: Within 15 calendar days from the date of publication of this vacancy announcement.\nContact Information: […] or […]\n\nPlease use “Call Center Agent Application” as the subject of your email.\n\nOnly shortlisted candidates will be contacted for further assessment.","description_format":"text","description_chars":6226,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-31T08:57:30Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":25,"reasons":["seen:3","win:early"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/orem-call-center-agent","json_url":"https://alion.io/job/orem-call-center-agent.json","meta":{"generated_at":"2026-11-04T07:44:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12108,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4490086},"rest":"https://alion.io/mcp/rest/get_company?id=4490086"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Forem-call-center-agent"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Forem-call-center-agent"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Forem-call-center-agent"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/orem-call-center-agent\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Forem-call-center-agent"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3564453}},{"tool":"search_jobs","arguments":{"company":4490086,"detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3564453},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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