Customer Service

Job Identification

Job Title: Customer Service

Place of Work: Addis Ababa

Gender: - Female

Experience: - At least 0-1 years' working experience.

-To apply Email address: - employer@enisra.com

Customer Service Representative

The objective of this role is to deliver exceptional customer service by focusing on service skills and ensure all required operational parameters are met and adhered to. She is closely involved in interacting with customers on a day to day basis, placing orders, clarifying and resolving customer complaints and queries, determining the cause of the problem, providing best resolution.

Responsibilities:

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.

• Responding promptly to customer inquiries.

• Talking to people and proactively solving issues.

• Be responsible for converting customers into passionate evangelists

• Communicate with customers via phone, email and chat

• Provide knowledgeable answers to questions about service/product, pricing and availability

• Work with internal departments to meet customer's needs

• Data entry in various platforms

• Communicating with customers through various channels.

• Acknowledging and resolving customer complaints.

• Knowing our services inside and out so that you can answer questions.

• Processing orders, forms, applications, and requests.

• Keeping records of customer interactions, transactions, comments, and complaints.

• Communicating and coordinating with colleagues as necessary.

• Providing feedback on the efficiency of the customer service process.

• Managing a team of junior customer service representatives.

• Ensure customer satisfaction and provide professional customer support.

Qualification:

• Bachelor’s Degree in Business, Communications, Marketing, or a Related Field: Required for applicants with a focus on candidates with a BA degree.

• Advanced coursework or certifications in customer service, communication, or industry-specific areas (Optional but advantageous).

• Ability to Work under Pressure: Staying calm and maintaining performance during peak times or high-stress situations.
• Availability to Work Evenings, Weekends, or Holidays: Some customer service roles require flexibility to cover various shifts.

Experience:

• At least 0-1 years' of relevant work experience

• Ability to stay calm when customers are stressed or upset.

• Comfortable using various social Medias.

• Experience working with customer support.

• Excellent phone etiquette and excellent verbal, written, and interpersonal skills

• Ability to multi-task, organize, and prioritize work

• Experience in customer service or call center background preferred

• Knowledge of multiple languages English is Must

Role Description:

• To provide customer satisfaction on every call / e-mail.

• To ensure closure of the orders / e-mail within the prescribed TAT

• To provide speedy resolution

• Willingness to work in 1 rotational week off & rotational Shifts

• To resolves service problems by clarifying the customer's complaint

• Excellent in providing customer service

• Time management

• Polite while dealing with people on calls and emails

• Should be flexible to work, in order to resolve client queries

• Should be proactive in following up on customer queries

• Should have previous customer support experience(voice / chat)