Ethiopost, the national postal service of Ethiopia, plays a crucial role in the country’s communication and logistical framework. Established in 1907, it has evolved to meet the ever-changing needs of Ethiopian society and the global community. With a network of offices spread across urban and rural areas, Ethiopost provides a wide range of services, including mail delivery, express courier services, money transfer, and logistics solutions. The organization is not only vital for personal correspondence but also for businesses looking to expand their reach and connect with customers and partners both locally and internationally.
In recent years, Ethiopost has undertaken significant modernization efforts to improve efficiency and customer experience. By incorporating technology into its operations, the postal service has introduced online tracking, automated sorting systems, and digital platforms for various services. These innovations aim to streamline processes and reduce delivery times, enhancing the reliability of mail services in an increasingly digital world. Additionally, Ethiopost has focused on expanding its financial services, including partnership with mobile payment platforms to facilitate easier transactions across the country. As Ethiopia continues to grow economically, Ethiopost remains a key player in fostering communication, commerce, and connectivity in this dynamic landscape.
- 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 Strongcommunication 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.
- 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:-http://recruitment@ethio.post
