Customer Service & Call Center Officer

About this role

GUGU PLC — VACANCY ANNOUNCEMENT Position: Customer Service & Call Center Officer Department: Customer Service & After-Sales Support Duty Station: Addis Ababa, Ethiopia Employment Type: Full-time Number Required: 2 Salary: As per the organization standard Location: Megenagna Lamberet, Addis Ababa Application Deadline: (10 Days) About GUGU PLC GUGU PLC is a nationwide importer, distributor, and installation service provider of solar energy products and systems. We are seeking a professional, customer-focused, and organized individual to support our national call center, customer database, and after-sales service operations. Job Purpose To handle customer inquiries and complaints, maintain accurate customer records, coordinate service requests, and support timely customer assistance across Ethiopia. Key Responsibilities Handle incoming and outgoing calls, inquiries, product information requests, and customer complaints. Provide accurate information about solar products, pricing, availability, installation services, warranties, and after-sales support. Register customer inquiries, sales leads, complaints, and service requests in the customer database or CRM system. Coordinate technical inquiries with engineering and installation teams and follow up until resolution. Liaise with sales, marketing, procurement, logistics, and field teams to address customer needs. Collect and compile data after sales service for all the products. Track installation requests, product deliveries, warranty claims, maintenance requests, and pending complaints. Maintain accurate customer contact details, service histories, and follow-up records. Support daily national call center operations, call logging, and customer request tracking. Prepare reports on call volumes, complaints, response times, resolution rates, and customer satisfaction. Identify recurring customer concerns and recommend improvements in service delivery. Maintain customer confidentiality and professional communication standards.