Call Center

Main Duties and Responsibilities:

1. Customer Service Support:
   • Answer incoming calls and respond to customer inquiries in a professional manner.
   • Provide accurate information about the institution’s financial products and services.
   • Resolve customer complaints or escalate complex issues to the appropriate department.
2. Data Management & Reporting:
   • Update customer information in the system after each call.
   • Document customer feedback and report recurring issues to management.
   • Generate daily call reports and collection updates.
3. Compliance & Quality Assurance:
   • Adhere to call scripts, internal policies, and regulatory guidelines.
   • Maintain professionalism and confidentiality while handling customer data.
   • Follow proper escalation procedures for unresolved issues.
4. Team Collaboration:
   • Work closely with the collections and customer service teams to ensure smooth operations.
   • Participate in training and performance improvement programs.
   • Provide insights on improving customer engagement and collections effectiveness.

Qualifications & Skills:

• Education: Bachelor’s degree in Business Administration, Marketing, Communication, IT, or related field.
• Experience: 1–2 years of prior experience in a call center, customer service, or help desk is an advantage.
• Knowledge: Basic knowledge of financial services, microfinance products, or customer care principles. Proficiency in English, Amharic and Affan Oromo languages (verbal & written).

Skills

• Good communication skills clear, polite, and professional phone manner.
• Active listening understands customer needs and responds effectively.
• Problem-Solving handle customer inquiries, complaints, and provide solutions.
• Customers focus patience, empathy, and positive attitude.
• Time management handle high call volumes under pressure.
• Teamwork cooperates with other departments for issue resolution.
• Confidentiality protects customer data and company information.