Kacha Digital Financial Service would like to invite qualified and competent applicants to apply for the following vacant post.
1: Trainee – Call Center Agent
Location: Addis Ababa
Expereince: Fresh Graduate
Salary: Attractive
Job Summary
The Trainee– Call Center Agent plays a vital role in delivering exceptional customer service and support to clients of Digital Financial Service. This position involves handling incoming calls, providing information, resolving inquiries, and ensuring a positive customer experience. Trainee Call Center Agent serves as a primary point of contact for customers, addressing their concerns, and promoting the organization’s digital financial services.
Roles and Responsibilities:
1. Customer Service and Support:
Handle inbound customer calls professionally and promptly, addressing inquiries, providing information, and resolving issues.
Maintain a high level of customer satisfaction by demonstrating empathy, patience, and attentiveness to customer needs.
Assist customers in navigating digital financial platforms, guiding them through processes, and troubleshooting technical issues.
2. Product and Service Knowledge:
Develop a comprehensive understanding of the organization’s digital financial services, including products, features, and processes.
Stay updated with changes and enhancements to the services offered, ensuring accurate and up-to-date information is provided to customers.
Educate customers about the benefits and functionalities of digital financial services, promoting adoption and usage.
3. Issue Resolution and Escalation:
Identify and resolve customer issues and complaints effectively, striving for first-call resolution whenever possible.
Escalate complex or unresolved issues to appropriate internal teams or supervisors for further investigation and resolution.
Follow escalation procedures and maintain proper documentation of customer interactions and issue resolution steps.
4. Customer Relationship Management:
Build and maintain strong customer relationships by demonstrating professionalism, courtesy, and effective communication.
Proactively follow up with customers to ensure satisfaction, address any outstanding concerns, and gather feedback on services.
Provide personalized assistance and guidance to customers based on their individual needs and preferences.
5. Quality Assurance and Compliance:
Adhere to established call center quality standards and guidelines in terms of call handling, customer service, and compliance.
Comply with regulatory requirements and industry best practices, ensuring customer data privacy and confidentiality.
Participate in quality assurance programs, including call monitoring, feedback sessions, and training to enhance performance.
6. Documentation and Reporting:
Accurately and efficiently document customer interactions, inquiries, and resolutions in the call center systems or CRM software.
Generate reports on call volume, call types, customer feedback, and other relevant metrics as required by supervisors or management.
Provide insights and suggestions for process improvements and customer experience
Skill and educational background
Bachler Degree in any field who speaks Somaligna or Afan Oromo in addition to Amharic and English.
Zero year of experience (Fresh Graduate)
Other Requirements:
Excellent verbal communication skills, with a clear and professional manner.
Active listening skills and the ability to empathize with customers and understand their needs.
Strong problem-solving and decision-making abilities to address customer inquiries and resolve issues effectively.
Strong attention to detail and accuracy in documenting customer interactions.
Patience, resilience, and the ability to handle difficult or irate customers with professionalism
Application way
Interested and qualified candidates can apply through: ethiojobs
Note: We will communicate only qualified candidates
Deadline: Feb 12, 2024