Call Agents

• Customer Service Executive II

Responsible for managing customer orders, coordinating sample and bulk production activities, and serving as the key link between customers and internal departments. Ensures timely order execution, effective customer communication, production follow-up, fabric and sample development coordination, and on-time delivery while maintaining high customer satisfaction and supporting business objectives.

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.

E-Ethio Credit System PLC is looking for a qualified, responsible, and detail-oriented Junior Customer Service Officer for our building located in Legetafo.

The role involves rental accounting, payment collection, tenant/customer service, documentation, and supervision of security and cleaning staff.

Key Responsibilities

• Record and follow up on rent, cost-sharing, and other payments.
• Collect bank advices/payment confirmations and issue official receipts.
• Maintain accurate financial and tenant records.
• Prepare daily financial and operational reports for Head Office.
• Handle tenant inquiries, complaints, and service requests and follow up until resolved.
• Supervise security and cleaning personnel, including attendance, discipline, and performance.
• Coordinate with Finance and General Service departments on building-related matters.
• Report significant financial, operational, safety, security, and tenant issues.