The Customer Service Call Center Agent is the first point of contact for customers, responsible for handling inbound and outbound calls, responding to inquiries, resolving complaints, and ensuring a positive customer experience. The role requires excellent communication skills, problem-solving abilities, and a professional attitude.

Job Title: Customer Service / Call Center Agent
Department: marketing & sales
Reports to: Sales & Marketing Manager
Location: Bole Airport, WANZA head office

Key Responsibilities:

• Answer incoming calls, emails, or SMS messages in a professional and friendly manner.
• Resolve customer inquiries, issues, and complaints related to orders, deliveries, services, or billing.
• Log all customer interactions into the CRM or call tracking system accurately.
• Follow up on customer concerns and ensure timely resolution.
• Provide information about services, products, pricing, and policies.
• Redirect complex issues to supervisors or the appropriate department when necessary.
• Maintain knowledge of company services, promotions, and operational updates.
• Meet individual and team KPIs such as call handling time, customer satisfaction, and first-call resolution.
• Assist with outbound calls for feedback, follow-ups, or service reminders.
• Uphold high standards of professionalism, confidentiality, and empathy

Requirements:

• Diploma or Degree in Customer Service, Business Administration, Logistics, or related field
• 0–2 years of experience in a call center or customer-facing role (preferably in logistics, courier, or transportation)
• Excellent communication skills (both verbal and written) in [Languages English, Amharic]
• Ability to multitask and handle pressure
• Strong problem-solving and conflict-resolution skills
• Flexible to work in shifts, weekends, or holidays as needed

Preferred Qualities:

• Friendly and empathetic tone with clients
• Attention to detail in logging information
• Fast learner with knowledge of logistics processes
• Team player with a proactive attitude