Call Center Agent

Job Title: Call Center Agent

Gross Monthly Salary: ETB 8,000
Eligibility: Female applicants only

• Answer incoming calls and respond to customer queries promptly and professionally.
• Log all customer interactions accurately in the system.
• Escalate complex issues to the appropriate department or supervisor.
• Maintain a high level of product knowledge to effectively address customer concerns.
• Ensure service quality standards are met at all times.
• Handle inbound and outbound customer calls in a professional and courteous manner.
• Provide information, answer inquiries, and resolve customer issues and complaints.
• Accurately record and document customer interactions and transactions in the CRM system.
• Follow call scripts and guidelines to ensure consistency and quality of service.
• Meet or exceed call center performance metrics, including call handling time and customer satisfaction.
• Escalate complex issues to appropriate supervisors or departments when necessary.
• Stay updated on product knowledge and company policies to provide accurate information to customers.
• Participate in ongoing training and professional development to improve customer service skills.
• Adhere to call center standards, processes, and procedures.
• Maintain a positive and customer-focused attitude during interactions.

• Level IV diploma or equivalent.
• A minimum of 6 months to one year previous customer service or call centre experience preferred.
• Excellent communication skills.
• Strong problem-solving skills and attention to detail.
• Ability to remain calm under pressure and handle difficult situations professionally.
• Comfortable working in shifts, including evenings, weekends, and holidays.
• Basic computer skills and familiarity with CRM tools or call centre software.
• A proactive and solution-oriented mindset.
• Ability to thrive in a fast-paced and dynamic environment.