Call Center Agent

VitaBirr Financial Services S.C. is hiring 6 Call Center Agents in Addis Ababa to provide customer support for its digital financial services. The role involves handling customer inquiries, digital transaction issues, complaints, KYC verification, and basic technical support while maintaining customer data confidentiality and service standards. Job Overview Job Detail Information Company VitaBirr Financial Services S.C. Position Call Center Agent Number of Positions 6 Location Addis Ababa Career Level Junior Level Employment Type Full-time Experience 0–1 years Education Bachelor's degree or Diploma Languages Amharic, Oromiffa, and English Application Deadline September 21, 2026 About VitaBirr Financial Services S.C. VitaBirr Financial Services S.C. is an Ethiopian fintech company licensed by the National Bank of Ethiopia as a Payment Instrument Issuer (PII). The company provides digital financial services through digital platforms and contributes to Ethiopia's digital financial ecosystem. Job Description The Call Center Agent will provide professional and timely customer support through inbound and outbound calls and other approved communication channels. The position supports customers with digital financial transactions, account inquiries, KYC updates and verification, complaints and disputes, and basic technical issues while following operational procedures, customer protection requirements, and data confidentiality standards. Key Responsibilities Handle inbound and outbound customer calls professionally and courteously. Provide accurate information about VitaBirr products, services, fees, transaction processes, and applicable policies. Assist customers with digital financial transactions, including transfers, cash withdrawals, airtime, bill payments, and merchant payments. Receive, register, categorize, and follow up on customer complaints and transaction disputes. Support KYC updates and customer verification according to approved procedures. Verify customer information before providing account-specific or transaction-related information. Maintain strict customer data confidentiality and privacy. Assist customers with basic issues involving the mobile application, USSD services, wallet access, and PIN-related matters. Escalate suspicious transactions, potential fraud, unauthorized transactions, and other unusual activities to the appropriate department. Report system errors, failed transactions, service interruptions, and recurring technical issues to the Operations or IT team. Accurately document customer cases and relevant information in the CRM or designated system. Follow up on outstanding cases and ensure appropriate closure or handover within applicable service timelines. Escalate complex or unresolved customer issues to the appropriate supervisor or department. Maintain current knowledge of products, services, fees, KYC requirements, and customer support procedures. Follow approved call scripts, SOPs, escalation procedures, and customer service standards. Maintain a professional, respectful, and customer-focused approach. Meet established contact-center performance indicators related to response time, resolution, service quality, accuracy, and customer satisfaction. Participate in training, coaching, and professional development activities. Perform other customer support and operational duties assigned by the supervisor or management. Qualifications and Experience Educational Requirements Applicants should have a Bachelor's degree or Diploma in one of the following fields: Business Administration Management Marketing Accounting Economics Information Technology A related field Experience Work experience of 0–1 years is indicated for the position. Previous experience in a call center, customer service, banking, fintech, digital financial services, or telecommunications environment is an advantage. Experience handling customer complaints, transaction issues, or digital financial service inquiries is an added advantage. Required Skills and Competencies Candidates should have: Good understanding of mobile applications, digital payments, and basic technology. Strong communication and interpersonal skills. Good customer-handling and problem-solving abilities. Ability to work under pressure and handle difficult customer interactions professionally. Strong attention to detail when handling customer and transaction information. Good computer literacy and ability to use CRM and other digital systems. Familiarity with Microsoft Office applications. Customer relationship management skills. Ability to participate in training and professional development activities. Language Requirements Fluency in Amharic, Oromiffa, and English is required. Knowledge of additional Ethiopian languages is an advantage. Employment Details Job Title: Call Center Agent Location: Addis Ababa Employment Type: Full-time Number of Positions: 6 Experience Level: Junior Level Experience: 0–1 years Deadline: September 21, 2026 How to Apply Interested and qualified candidates can submit their updated CV through the online application platform or by email. Email: careers@vitabirr.com Applicants applying by email should use the subject line: “Call Center Agent – Application” Only shortlisted candidates will be contacted for the next stage of the recruitment process. Application Deadline: September 21, 2026 📢 Get Daily Job Alerts on Telegram Join ETcareers Jobs on Telegram for the latest jobs in Ethiopia, banking and fintech vacancies, customer service jobs, call center jobs, and fresh graduate opportunities. 👉 Join Telegram: https://t.me/EtcareersJobs