Operations & Customer Service Officer
Scraped from: Afriworket
The Operations & Customer Service Officer will play a key role in ensuring the smooth daily operation of our services while delivering exceptional support to customers and business partners. The successful candidate will assist with customer onboarding, system configuration, issue resolution, operational monitoring, and coordination with internal teams to maintain high service quality. Key Responsibilities Operations • Monitor daily system operations and ensure smooth service delivery. • Assist in onboarding new customers and business partners. • Configure customer accounts, offices, users, routes, and operational settings. • Verify operational data and maintain accurate system records. • Monitor ticket sales, transactions, and operational activities. • Coordinate with technical teams to resolve operational issues. • Escalate incidents and follow up until resolution. • Prepare operational reports and maintain service documentation. • Support implementation of new products and features. • Recommend process improvements to enhance operational efficiency. Customer Service • Respond to customer inquiries through phone, email, chat, and other communication channels. • Provide accurate information about company products and services. • Resolve customer complaints professionally and promptly. • Record, track, and follow up on customer support requests. • Guide customers through system usage and basic troubleshooting. • Conduct customer training and onboarding sessions when required. • Maintain excellent relationships with customers and business partners. • Collect customer feedback and communicate improvement suggestions to internal teams. • Ensure customer issues are resolved within established service standards. Qualifications • Bachelor’s degree in Business Administration, Management, Information Systems, Computer Science, Software Engineering, Marketing, or a related field. • 1–2 years of experience in operations, customer service, customer support, or a related role. • Fresh graduates with strong communication skills and internship experience are encouraged to apply. Required Skills • Excellent communication and interpersonal skills. • Strong customer service orientation. • Professional communication in Amharic and English (spoken and written). • Good analytical and problem-solving abilities. • Strong organizational and time management skills. • Ability to multitask and work under pressure. • Proficiency in Microsoft Office (Word, Excel, PowerPoint). • Familiarity with Google Workspace is an advantage. • Experience using CRM, ERP, help desk, or ticketing systems is an advantage. • Basic understanding of software applications and technology products. • High attention to detail and commitment to service quality. What We’re Looking For We are looking for someone who: • Enjoys working with customers and solving problems. • Communicates clearly and professionally. • Takes ownership of assigned tasks. • Learns new systems quickly. • Works effectively both independently and within a team. • Maintains a positive attitude in a fast-paced environment. • Is committed to delivering an outstanding customer experience. Screening Questions to answer on covert letter Applicants should include brief answers to the following questions with their application: • Why do you want to join Serdo Travel Software Technology PLC? • Describe any experience you have in customer service, operations, or supporting customers. • Tell us about a time you handled a difficult customer or resolved a challenging problem. • What software applications or business systems have you used? • How do you prioritize multiple tasks during busy periods? • What are your salary expectations? • When would you be available to start work? How to Apply Interested applicants should submit: • Updated CV/Resume • Cover Letter • Copies of educational credentials and relevant certificates Applications must be submitted no later than July 13, 2026 . Only shortlisted candidates will be contacted.