Contact Center

About the Job Customer Service Support: Answer incoming calls and respond to customer inquiries in a professional manner. Provide accurate information about the institution’s financial products and services. Resolve customer complaints or escalate complex issues to the appropriate department. Data Management & Reporting: Update customer information in the system after each call. Document customer feedback and report recurring issues to management. Generate daily call reports and collection updates. Compliance & Quality Assurance: Adhere to call scripts, internal policies, and regulatory guidelines. Maintain professionalism and confidentiality while handling customer data. Follow proper escalation procedures for unresolved issues. Team Collaboration: Work closely with the collections and customer service teams to ensure smooth operations. Participate in training and performance improvement programs. Provide insights on improving customer engagement and collections effectiveness. About You Qualifications & Skills: Education: Bachelor’s degree in Business Administration, Marketing, Communication, IT, or related field. Experience: 0–2 years of prior experience in a call center, customer service, or help desk is an advantage. Knowledge: Basic knowledge of financial services, microfinance products, or customer care principles. Proficiency in English, Amharic and Affan Oromo languages (verbal & written). Skills Communication skills clear, polite, and professional phone manner. Active listening understand customer needs and respond effectively. Problem-Solving handle customer inquiries, complaints, and provide solutions. Customer focus patience, empathy, and positive attitude. Time management handle high call volumes under pressure. Teamwork cooperate with other departments for issue resolution. Confidentiality protect customer data and company information. Method of Application Interested candidates should send their resumes along with a cover letter to our HR department at [email protected] no later than 5 days. Please specify the position you are applying for in the subject line of your email.