Addis Finder Trading PLC is a privately owned company engaged in Real Estate Property Marketing and Advertisement sales, design consulting, and construction services. We are inviting qualified applicants for the following positions with an exciting working opportunity We offer a collaborative environment, competitive compensation, and the chance to be part of a team that is building dreams, one brick at a time. Explore our open positions and submit your application today!

Main Duties and Responsibilities:

• Oversee the daily operations of the Customer Service teams, ensuring prompt
  and efficient handling of customer inquiries, complaints, and requests.
• Monitor team performance metrics, such as response times, first call resolution,
  and customer satisfaction scores.
• Lead and motivate the Customer Service team to deliver exceptional service and
  achieve performance targets.
• Provide coaching, training, and performance feedback to team members.
• Build strong relationships with customers and act as a point of escalation for
  complex issues.
• Ensure timely and accurate resolution of customer concerns.
• Identify opportunities for process improvements to streamline customer service
  workflows and enhance efficiency.
• Implement best practices and standard operating procedures.
• Conduct quality assurance checks on customer interactions to ensure adherence
  to service standards and company policies.
• Provide constructive feedback and coaching to team members to improve service
  quality.
• Gather and analyze customer feedback to identify trends, pain points, and areas
  for improvement.
• Use customer insights to drive service enhancements and product development.
• Prepare and present regular reports on customer service performance and key
  performance indicators (KPIs) to management.
• Use data-driven insights to make data-informed decisions.
• Collaborate with other teams to address customer needs and concerns.
• Work together on initiatives to improve the overall customer experience.
• Develop and deliver customer service training programs for new and existing
  team members.
• Ensure team members are equipped with the necessary skills and knowledge to
  provide exceptional service.

Job Requirements

• Bachelor’s degree in Marketing, Communications, or a related field.
• 6 years of customer service experience, of which at least two years in supervisory
  or team leader roles.

Competencies and Professional skills required

• Proven track record of leading and motivating customer service teams to achieve
  high levels of customer satisfaction.
• Strong understanding of customer service principles and best practices.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to analyze data and draw insights to improve
  service performance.
• Familiarity with CRM systems and customer service software.
• Demonstrated ability to handle customer escalations and resolve complex issues.
• Strong problem-solving and decision-making skills.
• Leadership qualities with the ability to inspire and develop team members.

Desired Personal Attributes

• Leadership
• Teamwork spirit
• Communication and Interpersonal Skills
• Maturity and Professional Attitude
• Initiative and Motivation