Call Center Agent

Job Summary:

The Call Center Agent serves as the primary point of contact between the company and its customers. This role involves handling inbound and outbound calls, addressing inquiries, providing information, and ensuring a positive customer experience. Call Center Agents play a crucial role in maintaining customer satisfaction and contributing to the company's overall success.

Key Responsibilities:

• Answer incoming calls from customers in a professional and courteous manner.
• Listen attentively to customer inquiries, concerns, and requests, and provide accurate and timely information or assistance.
• Resolve customer issues by utilizing company-provided resources, troubleshooting guides, and established protocols.
• Record detailed and accurate information about each customer interaction in the company's CRM (Customer Relationship Management) system.
• Make outbound calls to follow up on customer inquiries, update account information, and conduct surveys or promotions as needed.
• Collaborate with other team members and departments to address customer concerns that require escalation.
• Strive to meet or exceed individual and team performance metrics, including call handling time, customer satisfaction scores, and resolution rates.
• Keep up-to-date with company products, services, and policies in order to provide accurate information to customers.
• Display empathy and patience while assisting customers, especially in challenging situations.

Salary and Compensation:

Competitive and negotiable based on experience

Benefits:

The benefits package for this position includes paid time off, performance-based bonuses, career development opportunities, and access to employee assistance programs.

Working Hours:

Typically full-time work, with some overtime and weekend work required during peak seasons or special projects.

Qualifications:

• High school diploma or equivalent; additional education or relevant certifications are a plus.
• Excellent written and verbal communication skills with a clear and professional phone manner in Amharic and English. Additional language is a plus
• Strong, active listening skills and the ability to comprehend customer inquiries accurately.
• Patience, empathy, and the ability to remain calm and professional under pressure.
• Proficiency in using computer systems, including CRM software, to input and retrieve customer information.
• Basic knowledge of customer service principles and practices.
• Strong multitasking skills to handle calls, enter data, and navigate software simultaneously.
• Flexibility to adapt to changing processes and protocols.
• Strong problem-solving skills to address customer concerns effectively.
• Previous experience in a call center or customer service role is advantageous.