Contact Center Advisor at Ethio Telecom

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Contact Center Advisor

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Employer: Ethio Telecom

Employment: Full-Time | Permanent

Place of Work: Addis Ababa, Addis Abeba - Ethiopia

Posted date: 9 months ago

Deadline: Submission date is over

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Ethio Telecom is looking for young, energetic, and customer-focused professionals to increase its customer service provisioning to the level of Ethio Telecom’s customer expectations. Hence young and competent graduates interested in working in the ever-growing telecom industry are invited to apply for the job opening below before the closing date.

General Mission of the Company

Ethio Telecom has an ambition to Provide Reliable Communications & Digital Financial Services to Simplify Life and Accelerate Digital Transformation in Ethiopia.

Position Responsibility

• Actively work on the front-line activities, according to processes and procedures, providing professional and excellent customer service and satisfaction for customers, covering all the company products.
• Permanently propose improvements for tools and processes as a result of the daily experience, to improve the customer contact efficiency/ quality according to the priorities set by the customers (service quality) and the company`s needs (optimizing costs).
• Apply adapted processes/tools/ services accordingly.
• Able to deliver efficient resolution to all customer’s requests, complaints, and inquiries contacts as per the service level agreement.
• Able to maintain a good and positive mindset, proper behavior, discipline and be punctual and regular to ensure that the department's objectives are attained, and company rules are respected.
• Prepare accurate individual reports about the front-line activity to ensure that targets are met and Keep the history of all the reports, to permanently learn and adapt from the experience.
• Propose (according to department policies and procedures) all required actions to permanently optimize the quality and productivity, and to resolve customers’ issues and complaints.
• Develop the skillset to foster positive relationships with all types of customers including those who may present challenges.
• Ensure that all confidential information about the company and individual customers coming into one’s possession is not disclosed or revealed to unauthorized persons or agencies.
• Upon receiving a customer issue, log it in the trouble ticketing system or escalate with email, including all necessary details and share the required information to the customer as directed on the work instructions.
• Register/record each customer calling reasons accurately.

Required Competency

Required Transversal Competencies

• Being customer-oriented
• Ability to listen
• Communication skills (active listening, empathy, emotional intelligence, clarity)
• Problem-solving skills (critical thinking, initiative to make decisions, agility)
• Customer service skills (service orientation, conflict resolution, patience & flexibility)
• Stress Management, Time Management, and professionalism
• Team spirit and cross-cutting collaboration

Professional Competency

• Ethiotelecom product and service knowledge
• Knowledge of basic computer skills, working tools, processes & communication methods
• Knowledge of Customers and their Environment
• Know how to coach
• IT applications in the field.

Language

• Reading, writing, and speaking English and Amharic are mandatory for all positions.
• Willingness to handle calls in other languages based on the employee language proficiency and future company demand.

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