Customer Service Officer

Company:                       OREM PLC
Job Title:                          Customer Service Officer
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 Customer Service Officer.

1. Key Duties and Responsibilities

The successful candidate will be responsible for the following duties:

1. Customer Information and Assistance: Welcome customers visiting the office and provide accurate, clear, and timely information about the company’s services, products, procedures, and requirements.
2. Contract Preparation and Signing: Guide customers through the contract-signing process, ensure that all required documents and information are complete, and facilitate the signing of agreements in accordance with company procedures.
3. Customer Registration and Onboarding: Assist new customers with registration, explain membership requirements, and ensure that all necessary preconditions are fulfilled before enrollment.
4. Customer Education: Explain how the mobile application works, including membership procedures, contribution payments, cycles, payout processes, and applicable terms and conditions.
5. Customer Inquiry Management: Respond professionally to customer questions, concerns, and requests, 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. Document Management: Maintain accurate customer records, signed contracts, registration documents, and other relevant files while ensuring confidentiality and proper handling of customer information.
8. Follow-Up and Communication: Follow up with customers regarding incomplete documentation, registration processes, contract requirements, and other outstanding matters.
9. Digital Service Support: Help customers understand and use the mobile application and report technical issues to the appropriate team when necessary.
10. Customer Relationship Management: Build and maintain positive relationships with customers, promote customer satisfaction, and contribute to customer retention and trust.
11. Reporting: Maintain daily records of customer visits, inquiries, registrations, signed contracts, complaints, and other relevant activities, and submit reports to the immediate supervisor.
12. Compliance and Professional Conduct: Follow company policies, customer service standards, data protection requirements, and all applicable legal and regulatory procedures.
13. 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 customer service, front-office operations, sales, client relations, or administrative work 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.
Customer Service Skills: Strong interpersonal skills and the ability to deal with customers politely, patiently, and professionally.
Digital Literacy: Ability to learn and explain mobile applications and digital service procedures to customers.
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 verify customer information, check required documents, and follow established procedures accurately.
Teamwork: Ability to work effectively with colleagues across different departments.

3. Preferred Competencies

The following will be considered additional advantages:

- Experience working in a fintech company, digital financial services, banking, microfinance, or a membership-based service organization.
- Experience handling customer contracts, onboarding procedures, and complaint resolution.
- Knowledge of customer relationship management (CRM) systems.
- A customer-oriented mindset with the ability to work under pressure and manage multiple tasks.

4. Key Personal Attributes

The ideal candidate should be:

- Friendly, approachable, and service-oriented.
- Honest, disciplined, and dependable.
- Patient, respectful, and solution-focused.
- Organized and attentive to detail.
- Proactive and willing to learn.
- Professional in appearance, communication, and conduct.

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 “Customer Service Officer Application” as the subject of your email.

Only shortlisted candidates will be contacted for further assessment.