Customer Care Associate – Apply Now

BACKGROUND:

EthioChicken is a leading distributor of chickens to rural farmers in Ethiopia. We are a rapidly growing Company that believes in investing in our employees and offers them opportunities for career advancement. EthioChicken is an Ethiopian based company.

Our Vision:

• Our vision is to provide one chicken per person per year through smallholder farmers.

Our Purpose:

• Our purpose is making farmers of Ethiopia healthier and wealthier.

Job Summary

The Customer Care associate is responsible for providing exceptional customer service to EthioChicken customers, addressing their inquiries, resolving complaints, and ensuring a positive customer experience. This role requires excellent communication skills, problem-solving abilities, and a commitment to customer satisfaction. The Customer Care associate will adhere to the established Customer Care Call Center processes and utilize the provided tools and resources effectively.

Key Responsibilities

• Receive and professionally handle incoming customer calls.
• Greet customers, collect necessary information (Customer ID, name, contact details), and retrieve customer history from the system.
• Actively listen to customer concerns and inquiries and accurately record details in the designated tracking system (Appsheet).
• Provide initial responses to customers, assign query/complaint numbers, and clearly communicate next steps and expected timelines.
• Refer customer issues to the appropriate department (Logistics, Finance, ASM, RSM/NSM etc..) according to established protocols.
• Follow up with relevant departments/personnel to ensure timely resolution of customer issues
• Provide regular updates (at least every two days) to customers on the status of their complaints.
• Proactively identify and escalate unresolved issues according to established escalation procedures.
• Confirm issue resolution with the department responsible and inform the customer of the resolution and Close resolved complaints/queries in the tracking system.
• Maintain accurate and up-to-date records of all customer interactions in the tracking system.
• Adhere to company policies and standards.
• Utilize provided tools and resources effectively (SharePoint-based Excel tracker, phone line, contact sheets, terms and conditions and others.)

Qualifications

• Bachelor’s degree in Sales and Marketing, Management or related fields
• 0 –1-year experience in customer service.
• Excellent verbal and written communication skills in English, Amharic, Afan Oromo is required; other local languages preferred.
• Proficiency in using computer systems and Microsoft Office applications

Skills Required:

• Sales / Marketing / Business / Management