Call Center Agent

About this role

Company: OREM PLCJob Title: Call Center Agent Department: Customer ServiceWork Location: Addis Ababa, 22 MazoriaEmployment Type: Full-TimeWe are looking for a customer-focused, professional, and responsible individual to join our team as a Call Center Agent. 1. Key Duties and Responsibilities The successful candidate will be responsible for the following duties:1. Inbound Call Handling: Receive and respond to customer calls professionally, providing accurate and timely information about company’s services, products, procedures, and requirements.2. Customer Assistance: Assist customers with registration, membership requirements, contribution payments, cycles, payout processes, and applicable terms and conditions.3. Customer Onboarding Support: Guide customers through registration and onboarding procedures by phone and ensure that all necessary preconditions are clearly explained.4. Application Support: Explain how the mobile application works and assist customers with basic navigation, account access, and digital service procedures.5. Customer Inquiry Management: Respond to customer questions, requests, and concerns, providing appropriate solutions or referring complex cases to the relevant department.6. Complaint Handling: Receive, document, follow up on, and help resolve customer complaints promptly and professionally.7. Outbound Calls and Follow-Up: Contact customers regarding incomplete registration, missing documents, payment reminders, service updates, contract requirements, and other outstanding matters.8. Customer Verification: Verify customer information in accordance with company procedures before providing account-related assistance or processing requests.9. Call Documentation: Accurately record customer interactions, inquiries, complaints, requests, resolutions, and follow-up actions in the designated system.10. Escalation of Issues: Identify technical, financial, contractual, or service-related issues that require further attention and escalate them to the appropriate department.11. Customer Relationship Management: Build and maintain positive relationships with customers, promote customer satisfaction, and contribute to customer retention and trust.12. Service Promotion: Provide customers with clear information about relevant mobile application services, features, and updates without misrepresenting company offerings.13. Reporting: Prepare daily and periodic reports on received calls, outbound calls, customer inquiries, complaints, resolutions, escalations, and other relevant activities.14. Compliance and Professional Conduct: Follow company policies, call center standards, data protection requirements, and all applicable legal and regulatory procedures.15. Other Duties: Perform other relevant duties assigned by the immediate supervisor in line with the position.