About the Job
Handle inbound customer calls by addressing queries, concerns, and requests in a courteous and professional manner. Provide accurate and timely information regarding products, services, and company policies.
Take full ownership of customer issues by troubleshooting problems and ensuring quick, satisfactory resolutions. Escalate complex matters to the appropriate departments when necessary.
Use multiple communication platforms—phone, email, chat, and social media—to assist customers effectively, ensuring consistent and positive interactions across all channels.
Accurately document and maintain customer information, interactions, and transactions within the call center database or CRM system of Ethiopost.
Identify opportunities for upselling and cross-selling products or services by offering valuable recommendations tailored to customer needs and preferences.
Follow call center scripts, company guidelines, and established procedures to ensure consistent service quality. Maintain professionalism, empathy, and courtesy throughout all customer interactions.
Achieve and exceed both individual and team performance targets, including call handling time, first-call resolution, and customer satisfaction metrics.
Participate actively in training sessions and workshops to continuously improve product knowledge, customer service expertise, and call center processes.
Handle customer complaints with empathy and strong problem-solving skills, ensuring issues are resolved to the customer’s satisfaction.
Efficiently manage multiple tasks at once, such as answering calls, responding to emails or chats, updating records, and completing administrative responsibilities.
Collaborate with call center colleagues, team leads, and supervisors by sharing best practices, resolving challenges, and contributing to a positive team environment.
Follow all company policies, compliance guidelines, and industry regulations to ensure data security, confidentiality, and professional standards.
Perform other related duties as assigned by the immediate supervisor.
About You
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BA Degree with 0 years of experience OR College Diploma + TVET Level IV with 0 years of experience.
Required Skill
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Communication
Desired Skill
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Communication
How to Apply
Send your application to: reqrutment@ethio.post
Perks + Benefits
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Medical Allowance
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Transport Allowance
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Training Opportunities