Call Center Agent

Company:                       OREM PLC

Job Title:                          Call Center Agent
Department:                 Customer Service
Work Location:            Addis Ababa, 22 Mazoria
Employment Type:     Full-Time

We are looking for a customer-focused, professional, and responsible individual to join our team as a Call Center Agent.

1. Key Duties and Responsibilities

The successful candidate will be responsible for the following duties:

1. Inbound Call Handling: Receive and respond to customer calls professionally, providing accurate and timely information about company’s services, products, procedures, and requirements.
2. Customer Assistance: Assist customers with registration, membership requirements, contribution payments, cycles, payout processes, and applicable terms and conditions.
3. Customer Onboarding Support: Guide customers through registration and onboarding procedures by phone and ensure that all necessary preconditions are clearly explained.
4. Application Support: Explain how the mobile application works and assist customers with basic navigation, account access, and digital service procedures.
5. Customer Inquiry Management: Respond to customer questions, requests, and concerns, providing appropriate solutions or referring complex cases to the relevant department.
6. Complaint Handling: Receive, document, follow up on, and help resolve customer complaints promptly and professionally.
7. Outbound Calls and Follow-Up: Contact customers regarding incomplete registration, missing documents, payment reminders, service updates, contract requirements, and other outstanding matters.
8. Customer Verification: Verify customer information in accordance with company procedures before providing account-related assistance or processing requests.
9. Call Documentation: Accurately record customer interactions, inquiries, complaints, requests, resolutions, and follow-up actions in the designated system.
10. Escalation of Issues: Identify technical, financial, contractual, or service-related issues that require further attention and escalate them to the appropriate department.
11. Customer Relationship Management: Build and maintain positive relationships with customers, promote customer satisfaction, and contribute to customer retention and trust.
12. Service Promotion: Provide customers with clear information about relevant mobile application services, features, and updates without misrepresenting company offerings.
13. Reporting: Prepare daily and periodic reports on received calls, outbound calls, customer inquiries, complaints, resolutions, escalations, and other relevant activities.
14. Compliance and Professional Conduct: Follow company policies, call center standards, data protection requirements, and all applicable legal and regulatory procedures.
15. Other Duties: Perform other relevant duties assigned by the immediate supervisor in line with the position.