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Call Center Representative – Operations

iSON Xperience`s Ethio-call plc. is interested to hire 50 enthusiastic and customer-focused individuals to join our team as Call Center Representatives in Addis Ababa.

Job Details

Location: Addis Ababa

Application Deadline: Dec 5, 2025

Number of Positions: 50

Education: Bachelor’s Degree in any field

Languages Required: Amharic, Afan Oromo, Tigrigna, Somali

Experience: No prior experience required – fresh graduates are encouraged to apply.

ROLE AND RESPONSIBILITY

· Build rapport with customers by handling each and every customer call in a courteous; and professional manner,

· Ensures consistently imparts the correct product and services information during each call.

· Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service.

· Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.

· Accurately tags each call as per defined tagging list/CRM tagging list.

· Ensure that the quality of each call is in compliance with predefined quality parameters.

· Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader.

· Utilises the relevant tools and resources provided by the Company to respond to customer queries and requests.

· Ensure strict adherence to established attendance schedules.

· Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship.

· Provides the relevant reports on a daily basis – where applicable.

· Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same.

· Maintain a cordial relationship with All line of report/support staffs.

• Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.

• Good typing speed and computer skills, particularly with regard to Microsoft office applications.

• Good communication skills including a clear voice; and fluency in English and local languages pertaining to the respective location.

• Ability to maintain a calm disposition particularly in stressful work situations.

• Displays a positive attitude; ability to remain positive and energetic throughout a work day.

• Updates self on products and services by reading new product information; and participating in training opportunities Updates own market intelligence on comparative product and services

WORK CONDITIONS:

• Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays

• To reside within reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements – where applicable May be required to undergo periodic medical examination to assess own suitability for continued employment at the Call Center

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Call Center Representative

Information Technology

Skills And Expertise

Lideta, Capstone Building, 5th Floor

iSON xperiecnes Ethiocall PLC