June 23, 2024

Position 1 : Care Desk Experience Executive

Function: Sales and Distribution 

Location: Addis Ababa, Hawassa, Sodo, Shashemene, ASella, Arba Minch, Asossa, Aweday, Semera , Sebeta, Nekemet, Jimma, kombolcha, Hosana, Nekmet, haromaya, Gondar, gambela, Dilla, Disse, Debre Markos, Debre Birhan…

Application deadline: Wednesday, 14 September 2022

We are pleased to announce the following vacancy for Care Desk Experience Executive within the Sales and Distribution Function in Ethiopia . In keeping with our current business needs, we are looking for a person who meets the criteria indicated below. 

Detailed Description 

Reporting to the Retail Centre Team Leader, the role holder will be responsible for frontline delivery of high-quality customer service in all interactions with customers visiting our distribution network.

Job Responsibilities 

  • Offer exceptional front-line support to customers visiting customer care desks and ensure that customers are satisfied with the services.
  • Identifying and assessing a customer’s needs to ensure they are satisfied.
  • Delivery of world class customer service in all interaction with customers that meets the set individual NPS Target
  • Handling customer complaints in a professional manner-ensuring customer is satisfied at the end. Taking ownership of customer issues arising by always maintaining daily log of all escalated issues and communicate resolutions/delays to including the customer.
  • Each Customer interaction should build lasting relationships with customers, ensuring they feel supported and valued
  • Escalation of customer issues and follows up to ensure issues are closed within agreed SLA, correct escalation matrix must be followed to ensure customer issue is closed within SLA
  • Achievement of set individual target on delivery of quality customer service as per set SLA/service level.
  • Adherence to KYC process guidelines – Update customer records accurately on systems and databases including following KYC procedures end to end
  • Adherence to documented operational processes, procedures, and standards
  • 100% accuracy on all issues escalated and ensure end to end follow-ups
  • Responsible for ownership and confidentiality of customer documents/records including filing of the same
  • Accuracy and integrity of Customer data. 
  • Ensure achievement on all care desk performance management parameters with focus on continuous improvement
  • Adherence to set non-negotiable customer service standards, culture, and engagement
  • 100% adherence to processes and procedures for provision of service as stipulated

Job Requirements

  • Degree from a recognized Institution.
  • At least 0/1-year experience in a customer service environment 
  • Proactive, confident, energetic.
  • Ability to prioritize work 
  • Ability to cope with pressure from customers while delivering quality service
  • Able to probe and ask questions to get more information from customers
  • Able to advice the customers on service plans that best suits their needs/lifestyle.
  • Able to explain the value of the service offered to the customer by comparing with what is available in the market.

How to Apply:

If you feel that you are up to the challenge and possess the necessary qualifications and experience, please click here .