Customer Care Associate

Job Summary

The Customer Care Associate is responsible for providing exceptional customer service to Ethio Chicken customers by addressing inquiries, resolving complaints, and ensuring a positive customer experience. The role requires excellent communication skills, problem-solving abilities, and a commitment to customer satisfaction while adhering to the established Customer Care Call Center processes and effectively utilizing the provided tools and resources.

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 and 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 responsible department, inform the customer of the resolution, and close resolved complaints or 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 customer service standards.
• Utilize provided tools and resources effectively, including the SharePoint-based Excel tracker, phone line, contact sheets, and terms and conditions.

Educational Qualification

• Bachelor’s degree in Sales and Marketing, Management, or related fields.

Experience Requirements

• 0–1 year of experience in customer service.

Skills and Competencies

• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills.
• Good problem-solving and complaint-handling abilities.
• Attention to detail and accurate record-keeping.
• Ability to work under pressure and manage multiple customer inquiries.
• Proficiency in computer systems and Microsoft Office applications.

Skills Required:

• Sales / Marketing / Business / Management