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)

Application Deadline – September 10, 2025

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.

What We Offer:

Competitive salary and benefits.

Opportunities for professional growth and development.

A dynamic, fast-paced work environment.

The chance to make a tangible impact on the growth of our delivery services.

Qualifications & Skills:

• BA Degree in Communication, Accounting, Business Administration, economics, Engineering & computer Science or related field, GPA above 3.00
• No experience needed.
• Excellent communication skills, both verbal and written.
• Good problem-solving and active listening abilities.
• Knowledge of MS Office, and basic computer skills.
• Customer-oriented mindset with patience and empathy.
• Ability to remain calm and professional under pressure.
• Multilingual abilities are a plus

Languages

• Fluency in spoken and written English and Amharic.
• Speaking and writing International & local language is a plus