BACKGROUND:

EthioChicken is a leading distributor of chickens to rural farmers in Ethiopia. We are a rapidly growing Company that believes in investing in our employees and offers them opportunities for career advancement. EthioChicken is an Ethiopian based company.

Our Vision:

Our vision is to provide one chicken per person per year through smallholder farmers.

Our purpose:

Our purpose is making farmers of Ethiopia healthier and wealthier

Job Summary:

The Customer Care associate is responsible for providing exceptional customer service to EthioChicken customers, addressing their inquiries, resolving complaints, and ensuring a positive customer experience. This role requires excellent communication skills, problem-solving abilities, and a commitment to customer satisfaction. The Customer Care associate will adhere to the established Customer Care Call Center processes and utilize the provided tools and resources effectively.

Key Responsibilities

• Receive and professionally handle incoming customer calls.
• Greet customers, collect necessary information (Customer ID, name, contact details), and retrieve customer history from the system.
• Actively listen to customer concerns and inquiries and accurately record details in the designated tracking system (Appsheet).
• Provide initial responses to customers, assign query/complaint numbers, and clearly communicate next steps and expected timelines.
• Refer customer issues to the appropriate department (Logistics, Finance, ASM, RSM/NSM etc..) according to established protocols.
• Follow up with relevant departments/personnel to ensure timely resolution of customer issues.
• Provide regular updates (at least every two days) to customers on the status of their complaints.
• Proactively identify and escalate unresolved issues according to established escalation procedures.
• Confirm issue resolution with the department responsible and inform the customer of the resolution and Close resolved complaints/queries in the tracking system.
• Maintain accurate and up-to-date records of all customer interactions in the tracking system.
• Adhere to company policies and standards.
• Utilize provided tools and resources effectively (SharePoint-based Excel tracker, phone line, contact sheets, terms and conditions).

Qualifications

• Bachelor’s degree in Sales and Marketing, Management or related fields
• 0–1-year Experience in customer service is preferable
• Excellent verbal and written communication skills in English, Amharic and Tigrigna
• Proficiency in using computer systems and Microsoft Office application