Call Centre Agent
Scraped from: Afriworket
Call Centre Agent The Call Centre Agent is responsible for providing exceptional customer support via phone, email, and chat channels. They assist customers with inquiries, resolve issues related to deliveries, track shipments, and ensure a positive experience that fosters customer satisfaction and loyalty. Place of Work - Addis Ababa Required Staff – 10(Ten) Term of employment – Permanent Major Duties and Responsibility Customer Support & Assistance: - Handle inbound calls, emails, and chat messages from customers promptly and professionally. - Provide accurate information regarding delivery schedules, tracking, and order status. - Assist customers with booking, rescheduling, or canceling deliveries as needed. Issue Resolution: - Troubleshoot and resolve customer complaints or concerns efficiently. - Coordinate with logistics and delivery teams to resolve delivery issues or delays. - Escalate complex cases to supervisors when necessary, ensuring thorough follow-up. Record Keeping & Documentation: - Log all customer interactions accurately in the CRM or support system. - Maintain detailed records of issues, resolutions, and customer feedback. Product & Service Knowledge: - Stay updated on company services, policies, and delivery procedures. - Educate customers about delivery options, policies, and procedures to enhance their experience. Quality & Performance: - Meet performance metrics such as call handling time, resolution rate, and customer satisfaction scores. - Continuously seek ways to improve communication and service quality. Team Collaboration: - Work closely with other support team members and departments to resolve customer issues. - Participate in training sessions and team meetings to stay informed about updates and best practices. Qualifications & Skills: - BA Dgree in Communication, Psychology,Marketing and Business Administration or related field, working as a customer service is preferable. 1 year & above Experience in related position. Salary & Benefits - Net birr 10,000(Ten Thousand) - Previous experience in call center or customer support roles, preferably in logistics, delivery, or e-commerce. - Excellent communication skills, both verbal and written. - Good problem-solving and active listening abilities. - Proficiency in CRM software, MS Office, and basic computer skills. - Customer-oriented mindset with patience and empathy. - Ability to remain calm and professional under pressure. - Strong organizational skills and attention to detail. - Multilingual abilities are a plus, depending on customer demographics. Languages - Fluency in spoken and written English and Amharic. - Speaking and writing local language is a plus How to Apply Candidates who are interested and fulfill the requirements shall submit their applications/motivation letters along with their updated CV via email at – rediate.mekuria@gmail.com . In the subject line of your email, please mention the position you are applying for