Customer service representative

Job Type: Remote - Full Time
Education: Not Required
Experience: Junior
Vacancies: 3
Skills: Customer Issue Resolution, Customer Engagement & Experience, Customer Service

Requirements to Be Considered

All applicants MUST submit the following information to be considered for the position. Please send all required information and documents through the Telegram contact listed below.
• Valid Phone Number: Provide an active and reachable phone number.
• Current Home Location: Specify your current residential area in Addis Ababa (Sefer/Neighborhood). This information is needed only to help us determine how to arrange transportation to and from the work location.
• Updated Resume (CV): Submit your most recent resume, including relevant work experience and qualifications.
• Professional Picture: Provide a recent, clear, and professional photograph of yourself.
• Telegram Voice Introduction: Send a voice message introducing yourself, briefly explaining your previous work experience, and highlighting your customer service skills.

Important: Applications with missing information may not be considered. All required information must be submitted through Telegram.

Job Summary:

A Customer Service Representative is responsible for providing excellent customer support by answering inquiries, resolving issues, processing requests, and ensuring customer satisfaction. The role requires strong communication, problem-solving, multitasking, and organizational skills while maintaining a professional and customer-first approach.

Key Responsibilities
• Handle high-volume inbound and outbound customer calls, emails, and chat inquiries.
• Assist customers with account information, billing questions, payments, product inquiries, and service-related issues.
• Resolve customer complaints efficiently while demonstrating empathy, patience, and professionalism.
• Navigate multiple computer systems, CRM platforms, and internal databases to retrieve and update customer information.
• Process customer requests, update account records, and maintain accurate documentation of interactions.
• Explain company policies, procedures, products, and services clearly to customers.
• Escalate complex issues to supervisors or appropriate departments when necessary.
• Meet performance metrics, including customer satisfaction (CSAT), average handle time (AHT), first-call resolution (FCR), and quality assurance scores.
• Protect sensitive customer information and follow company security and confidentiality policies.
• Collaborate with team members and management to improve customer experience and service quality.

Required Skills and Qualifications
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to handle difficult customers and de-escalate challenging situations.
• Experience using CRM systems, Microsoft Office, and multiple applications simultaneously.
• Strong attention to detail, time management, and problem-solving abilities.
• Ability to work independently in a fast-paced or remote environment.
• Knowledge of customer service best practices and call center procedures.