The Customer Service Call Center Agent is the first point of contact for customers, responsible for handling inbound and outbound calls, responding to inquiries, resolving complaints, and ensuring a positive customer experience. The role requires excellent communication skills, problem-solving abilities, and a professional attitude.
\nJob Title: Customer Service \/ Call Center Agent
\nDepartment: marketing & sales
\nReports to: Sales & Marketing Manager
\nLocation: Bole Airport, WANZA head office
\nKey Responsibilities:<\/p>\n
Answer incoming calls, emails, or SMS messages in a professional and friendly manner.
\nResolve customer inquiries, issues, and complaints related to orders, deliveries, services, or billing.
\nLog all customer interactions into the CRM or call tracking system accurately.
\nFollow up on customer concerns and ensure timely resolution.
\nProvide information about services, products, pricing, and policies.
\nRedirect complex issues to supervisors or the appropriate department when necessary.
\nMaintain knowledge of company services, promotions, and operational updates.
\nMeet individual and team KPIs such as call handling time, customer satisfaction, and first-call resolution.
\nAssist with outbound calls for feedback, follow-ups, or service reminders.
\nUphold high standards of professionalism, confidentiality, and empathy<\/p>\n
About You<\/p>\n
Requirements:<\/p>\n
Diploma or Degree in Customer Service, Business Administration, Logistics, or related field
\n0\u20132 years of experience in a call center or customer-facing role (preferably in logistics, courier, or transportation)
\nExcellent communication skills (both verbal and written) in [Languages English, Amharic]
\nAbility to multitask and handle pressure
\nStrong problem-solving and conflict-resolution skills
\nFlexible to work in shifts, weekends, or holidays as needed<\/p>\n
Preferred Qualities:<\/p>\n
Friendly and empathetic tone with clients
\nAttention to detail in logging information
\nFast learner with knowledge of logistics processes
\nTeam player with a proactive attitude<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"https:\/\/forms.gle\/dnKAM5osTtHzQE4K6","_company_name":"Sunrise Logistics PLC","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-categories":[],"job-types":[12],"class_list":{"0":"post-1588","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-ethiopia","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/job-listings\/1588","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/media?parent=1588"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/job_listing_region?post=1588"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/job-categories?post=1588"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/job-types?post=1588"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}