Junior Customer Experience Officer

Dodai Manufacturing Plc (Dodai), is a recently incorporated organization launched in Addis Ababa, Ethiopia on August 01, 2023. Dodai is a fast growing organization with a mission of making e-mobility accessible to everyone in Africa through its innovative products and services. Dodai plans to provide brand new electric two wheelers by assembling them here in Addis Ababa and plans to expand to major regional cities in Ethiopia by the end of 2026.

Purpose of the Position:
The Jr. Customer Experience Officer is responsible for delivering timely, accurate, and empathetic support to Dodai’s customers through phone, chat, and other communication channels. Reporting to the Customer Engagement Lead, you will ensure that every customer interaction reflects Dodai’s commitment to reliability, efficiency, and care.

You will serve as the first point of contact for customers and prospects — handling inquiries, resolving issues, escalating cases when needed, and ensuring a smooth experience across the entire customer journey. The role plays a vital part in maintaining customer trust, improving satisfaction, and supporting daily operations across repair, logistics, and sales.

Responsibilities:

1. Customer Support & Issue Resolution

• Respond to customer queries via phone, chat, or messaging platforms in a timely and professional manner.
• Provide accurate information on Dodai products, services, repairs, and subscriptions.
• Log customer interactions, complaints, and feedback accurately in the CRM or ticketing system.
• Resolve common issues independently and escalate complex ones to the customer engagement lead or relevant department.

1. Ticketing & Case Management

• Create, assign, and follow up on customer tickets (e.g. for repairs, returns, or service requests).
• Track ticket resolution status and ensure timely closure based on SLA timelines.
• Ensure proper documentation of customer cases to support trend analysis and team reviews.

1. Collaboration with Other Teams

• Liaise with the Customer Engagement Lead to escalate to the Repair & Maintenance Officers to coordinate service appointments or troubleshoot issues.
• Coordinate with the logistics team for delivery or pickup confirmations through the customer engagement lead.
• Notify the sales or onboarding team when there are inquiries or opportunities from new prospects through the customer engagement lead.

1. Feedback Collection & Reporting

• Record customer satisfaction scores (CSAT, NPS) where applicable.
• Capture and share recurring customer issues or feedback to help improve processes and services.
• Participate in daily or weekly debriefs with the Customer Engagement Lead to review performance and customer experience insights.

1. System Use & Compliance

• Use internal systems (CRM, telephony, ticketing) to manage tasks and record data accurately.
• Follow standard operating procedures (SOPs), call scripts, and data privacy guidelines.
• Stay updated on new product features, service policies, and internal tools through training or briefings.

1. Other Tasks: Perform other tasks as directed by your supervisor

Qualifications

• Bachelor’s degree in Marketing Management, Business, Customer Service Management, or related field.
• 1–2 years of experience in a customer support, call centre, or front-facing service role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficient in using phones, chat platforms, and customer support systems.
• Comfortable handling multiple tasks in a fast-paced, high-volume environment.
• Basic data entry and reporting skills using Google Sheets or CRM dashboards.
• Positive attitude and a strong sense of accountability.