Ethiopost Vacancy Announcement

Ethiopost is inviting qualified and competent applicants to apply for the following vacant position:

Skill and Educational Background:

Qualification:
BA Degree (no experience required)
OR College Diploma + TVET Level IV with 2 years of experience.
Skills:
Strong communication skills for handling various stakeholders.
Strong understanding of technology, with the ability to leverage it for improving operational efficiency and effectiveness, including process automation and data management.

Responsibilities:

Handle inbound calls, addressing customer queries, concerns, and requests courteously and professionally.
Provide timely and accurate information about products, services, or company policies.
Troubleshoot customer issues and escalate complex problems as needed.
Communicate with customers via phone, email, chat, or social media to ensure consistent, positive interactions.
Record and maintain customer information, interactions, and transactions in the call center database or CRM software.
Identify opportunities to upsell or cross-sell products and services based on customer needs.
Adhere to scripts and guidelines for consistent service delivery while maintaining professionalism and empathy.
Meet performance targets, including call handling time, customer satisfaction, and first-call resolution rates.
Participate in training sessions to enhance product knowledge and customer service skills.
Handle customer complaints with problem-solving skills and empathy to achieve satisfactory resolutions.
Collaborate with team members and contribute to a positive work environment.