{"jobs_by_pk":{"id":"a6e207a9-e37f-4ca0-b507-e8450c4d8777","title":"Call Centre Agent","job_type":"FULL_TIME","job_site":"ONSITE","created_at":"2026-07-13T06:50:26.140934+00:00","location":"Addis Ababa","sectors":[{"sector_id":"011316a8-0f9c-4782-9369-e57dddd2e30a","sector":{"name":"Customer Service & Care","__typename":"sectors"},"__typename":"job_sectors"}],"description":"

Major Duties and Responsibility

Customer Support & Assistance:

- Handle inbound calls, emails, and chat messages from customers promptly and professionally.

- Provide accurate information regarding delivery schedules, tracking, and order status.

- Assist customers with booking, rescheduling, or canceling deliveries as needed.

Issue Resolution:

- Troubleshoot and resolve customer complaints or concerns efficiently.

- Coordinate with logistics and delivery teams to resolve delivery issues or delays.

- Escalate complex cases to supervisors when necessary, ensuring thorough follow-up.

Record Keeping & Documentation:

- Log all customer interactions accurately in the CRM or support system.

- Maintain detailed records of issues, resolutions, and customer feedback.

Product & Service Knowledge:

- Stay updated on company services, policies, and delivery procedures.

- Educate customers about delivery options, policies, and procedures to enhance their experience.

Quality & Performance:

- Meet performance metrics such as call handling time, resolution rate, and customer satisfaction scores.

- Continuously seek ways to improve communication and service quality.Team Collaboration:

- Work closely with other support team members and departments to resolve customer issues.

- Participate in training sessions and team meetings to stay informed about updates and best practices.

Qualifications & Skills:

- BA Dgree in Communication, Psychology,Marketing and Business Administration or related field, working as a customer service is preferable.

1 year & above Experience in related position.Salary & Benefits

- Net birr 10,000(Ten Thousand)

- Previous experience in call center or customer support roles, preferably in logistics, delivery, or e-commerce.

- Excellent communication skills, both verbal and written.

- Good problem-solving and active listening abilities.

- Proficiency in CRM software, MS Office, and basic computer skills.

- Customer-oriented mindset with patience and empathy.

- Ability to remain calm and professional under pressure.

- Strong organizational skills and attention to detail.

- Multilingual abilities are a plus, depending on customer demographics.

Languages

- Fluency in spoken and written English and Amharic.

- Speaking and writing local language is a plus

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Call Centre Agent

Customer Service & Care

Skills And Expertise

Addis Ababa

KLIK INVESTMENT PLC