Call Center Agent

Job Type: Onsite - Full Time
Experience: Junior
Vacancies: 1
Skills: Microsoft Excel, Sales, Customer Service

Our company is an e-commerce marketplace with its own delivery and logistics service in Addis Ababa. We connect vendors and customers, and we deliver orders to their doorstep. You will be the voice of the company, and the first person customers speak to when they order, ask a question or need help.

Key Responsibilities
• Handle inbound and outbound customer calls professionally and courteously.
• Record customer orders accurately in the system, and confirm order details, delivery addresses and payment methods with customers.
• Follow up with customers on order status, deliveries, failed deliveries and redelivery requests.
• Answer questions about products, prices, orders, accounts, payments and delivery.
• Register, track and resolve customer complaints, and escalate unresolved cases to the right owner (Order Operations, Dispatch, Finance or the Marketplace Manager).
• Make outbound calls to confirm orders, re-engage customers and support promotions.
• Keep call logs, customer records and complaint records accurate and up to date.
• Meet daily and weekly targets for calls handled, order conversion, response time and customer satisfaction.
• Share recurring customer issues and feedback with the team to help improve service.

Requirements
• Minimum 1 year of experience in a call center, sales, customer service or a related field.
• Strong spoken and written Amharic, and good English.
• Basic computer skills, including Microsoft Word and Excel.
• Ability to learn and use order management and ticketing systems quickly.
• Polite, patient and calm when handling difficult customers.
• Target-driven, organized and reliable, with good attention to detail.
• Willingness to work shifts, including weekends if needed.

Advantages (not required)
• Experience in e-commerce, delivery or logistics.
• Other local languages.
• Experience with CRM or call center software.

What We Offer
• Competitive salary and performance incentives.
• Training on our platform and customer service standards.
• Growth into team lead and supervisory roles as the business scales.

Send your CV and a short cover letter to beti.hr@intelmotionlifts.com with the job title in the subject line. Only shortlisted candidates will be contacted.