Ethiopost is Ethiopia’s principal postal service provider, with over 600 branches across the country. Ethiopost’s new vision is to be a global leader in postal services and a preferred partner in logistics, financial and government services.
Ethiopost is a state-owned enterprise (SOE) tasked with the establishment and expansion of postal services in the country. It is the designated postal operator (DPO) that provides postal services throughout the Ethiopian territory in order to fulfill the government’s universal service obligation (USO).
The postal sector has been impacted by many disruptions resulting from digitization and more recently the COVID-19 pandemic. DPOs have hence adopted their operations to these changes and persisted in the face of challenges. Similar to trends in the industry elsewhere, Ethiopian Post has been expanding into new businesses including financial services, transportation, and retail in addition to its core business of delivering letters and parcels.
Position: Junior Call Center Officer
Education and Experience: BA Degree with 0 years of experience or College Diploma + TVET level IV with 2 years of experience
- Strong communication skills, including the ability to effectively communicate with a variety of stakeholders.
- Strong understanding of technology and ability to leverage technology to enhance operational efficiency and effectiveness including identifying opportunities to automate processes, implement new technologies, and improve data management.
Responsibilities:
- Handle inbound calls from customers, addressing their queries, concerns, and requests courteously and professionally. Offer timely and accurate information about products, services, or company policies.
- Take ownership of customer issues, troubleshoot problems, and work towards timely and satisfactory resolutions. Escalate complex issues to appropriate departments if required.
- Utilize various communication platforms such as phone, email, chat, or social media to assist customers effectively. Ensure consistent and positive communication across all channels.
- Accurately record and maintain customer information, interactions, and transactions in the call center database or CRM software.
- Identify opportunities to up sell or cross-sell products and services to customers while providing valuable recommendations based on their needs and preferences.
- Adhere to call center scripts, guidelines, and procedures to ensure consistent service delivery. Maintain a high level of professionalism, empathy, and courtesy during interactions.
- Meet and exceed individual and team-based performance targets, including call handling time, customer satisfaction, and first-call resolution rates.
- Participate in ongoing training sessions and workshops to enhance product knowledge, customer service skills, and call center processes.
- Handle customer complaints efficiently, displaying strong problem-solving skills and empathy to resolve issues to the customer’s satisfaction.
- Manage multiple tasks simultaneously, such as responding to calls, emails, or chats while updating customer records and completing administrative duties.
- Collaborate with other call center officers, team leads, and supervisors to share best practices, resolve challenges, and contribute to a positive team environment.
- Follow all company policies, guidelines, and regulations to ensure data security, confidentiality, and compliance with industry standards.
- Also performs related duties assigned by the immediate supervisor.
Place of work: Adiss Ababa
Allowance and Benefits: Company vehicle + attractive allowance and benefit packages.
Deadline: October 5, 2024
How to Apply:
Interested applicant who fulfill the above requirement are invited to submit application letter, CV and relevant academic document:-
recruitment@ethio.post