customer Service officer - call center

Addis Finder Trading PLC is a privately owned company engaged in Real Estate Property Marketing and Advertisement sales, design consulting, and construction services. We are inviting qualified applicants for the following positions with an exciting working opportunity We offer a collaborative environment, competitive compensation, and the chance to be part of a team that is building dreams, one brick at a time. Explore our open positions and submit your application today!

Responsible for handling incoming customer calls, addressing inquiries, providing

solutions, and ensuring a positive customer experience.

Main Duties and Responsibilities:

Answer incoming customer calls professionally and courteously.

Address customer inquiries, complaints, and requests in a timely and efficient

manner.

Provide accurate and complete information to resolve customer issues.

Assist customers in navigating our products/services, placing orders, and

resolving account-related issues.

Provide product information and troubleshooting guidance.

Demonstrate active listening skills and empathy when interacting with

customers.

Handle challenging customer situations with patience and professionalism.

Meet or exceed performance targets, including call handling time, first call

resolution, and customer satisfaction scores.

Strive to consistently deliver high-quality service.

Accurately record and maintain customer information and interactions in the

CRM system.

Update customer profiles and account details as needed.

Gather customer feedback on products, services, and the overall customer

experience.

Report customer feedback and trends to the Customer Service Manager.

Identify opportunities for process improvement and share insights with the team.

Participate in training sessions and development programs to enhance customer

service skills.

Work closely with other teams, such as Sales and Technical Support, to resolve

customer issues and inquiries.

Escalate complex or unresolved issues to the appropriate department.

Adhere to company policies, procedures, and call center guidelines.

Maintain confidentiality of customer information.