Call center representative/Telephone Operator

IMMEDIATE INTERNAL/EXTERNAL VACANCY ANNOUNCEMENT

About the Organization:

VisionFund Micro Finance Institution (S.C) is an Institution established according to proclamation No. 40/96 to provide financial services to the productive poor in the rural and urban areas of Ethiopia. VisionFund is currently operating in five of the Regional States of the country.

VisionFund MFI is currently looking for candidates forCall center representative/ Telephone Operatorrole based at Head Office. The successful candidates will have skills and experience that meet the following requirements:

JOB SUMMARY

The position holder will be the first point of contact for our customers via phone. She/he will be responsible for handling a high volume of inbound and outbound calls, providing exceptional customer service, and resolving inquiries in a timely and efficient manner.

SPECIFIC DUTIES AND RESPONSIBILITIES

• Answer incoming calls from customers in a friendly and professional manner.
• Listen attentively to customer concerns and identify their needs.
• Provide accurate and helpful information about our products or services.
• Troubleshoot and resolve customer issues efficiently.
• Transfer calls to the appropriate department or representative when necessary.
• Document customer interactions in a clear and concise manner.
• Upsell or cross-sell products or services when appropriate (depending on the company).
• Maintain a positive and professional demeanor at all times.
• Meet daily call volume and performance targets.
• Compiles periodic report
• Performs other related duties as may be assigned by the supervisor.

• BA Degree in Marketing, Economics, Business Administration, Banking & Finance, Management or related fields
• Excellent communication and interpersonal skills.
• Multilingual/ speaks different local language
• Strong active listening skills.
• The ability to problem-solve and think critically.
• Proficient in typing and using a computer.
• Ability to work independently and as part of a team.
• Ability to multi-task and prioritize in a fast-paced environment.
• A positive and professional attitude.