Customer Care Associate
that believes in investing in our employees and offers them opportunities for career advancement. EthioChicken is an Ethiopian based company
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Role description
Background
EthioChicken is a leading distributor of chickens to rural farmers in Ethiopia. We are a rapidly growing Company that believes in investing in our employees and offers them opportunities for career advancement. EthioChicken is an Ethiopian based company.
Our Vision
Our vision is to provide one chicken per person per year through smallholder farmers.
Our Purpose
Our purpose is making farmers of Ethiopia healthier and wealthier.
Job Summary
The Customer Care associate is responsible for providing exceptional customer service to Ethio Chicken customers, addressing their inquiries, resolving complaints, and ensuring a positive customer experience. This role requires excellent communication skills, problem-solving abilities, and a commitment to customer satisfaction. The Customer Care associate will adhere to the established Customer Care Call Center processes and utilize the provided tools and resources effectively.
Key Responsibilities
• Receive and professionally handle incoming customer calls.
• Greet customers, collect necessary information (Customer ID, name, contact details), and retrieve customer history from the system.
• Actively listen to customer concerns and inquiries and accurately record details in the designated tracking system (Appsheet).
• Provide initial responses to customers, assign query/complaint numbers, and clearly communicate next steps and expected timelines.
• Refer customer issues to the appropriate department (Logistics, Finance, ASM, RSM/NSM etc..) according to established protocols.
• Follow up with relevant departments/personnel to ensure timely resolution of customer issues.
• Provide regular updates (at least every two days) to customers on the status of their complaints.
• Proactively identify and escalate unresolved issues according to established escalation procedures.
• Confirm issue resolution with the department responsible and inform the customer of the resolution and Close resolved complaints/queries in the tracking system.
• Maintain accurate and up-to-date records of all customer interactions in the tracking system.
• Adhere to company policies and standards.
• Utilize provided tools and resources effectively (SharePoint-based Excel tracker, phone line, contact sheets, terms and conditions and others).
Language Requirements
Position 1:
Fluency in
Amharic and Afan Oromo
is required.
Position 2:
Fluency in
Amharic and Tigrinya
is required.
Qualifications
• Bachelor’s degree in
Sales and Marketing, Management
or related fields
• 0–1-year experience in customer service.
• Excellent verbal and written communication skills in English, Amharic, Afan Oromo is required; other local languages preferred.
• Proficiency in using computer systems and Microsoft Office applications
How To Apply
APPLICATION INSTRUCTIONS
Please title your application with the subject line: - "Customer Care Associate”
Only candidates meeting the required qualifications are invited to send their applications (Cover Letter) including a detailed CV to
[email protected]
Women are highly encouraged to apply
Skills (mandatory):
Adaptability, customer communication and understanding capabilities, Excellent communication and interpersonal abilities., Excellent computer skills, including knowledge of Microsoft Office applications such as Outlook,, Customer-oriented with a positive service mindset.
Skills (desired):
Fluent in Amharic and English, with excellent communication skills.
Languages:
ENGLISH
Work experience:
0-1 years
Apply Now!
EthioChicken is a leading distributor of chickens to rural farmers in Ethiopia. We are a rapidly growing Company that believes in investing in our employees and offers them opportunities for career advancement. EthioChicken is an Ethiopian based company.
Our Vision
Our vision is to provide one chicken per person per year through smallholder farmers.
Our Purpose
Our purpose is making farmers of Ethiopia healthier and wealthier.
Job Summary
The Customer Care associate is responsible for providing exceptional customer service to Ethio Chicken customers, addressing their inquiries, resolving complaints, and ensuring a positive customer experience. This role requires excellent communication skills, problem-solving abilities, and a commitment to customer satisfaction. The Customer Care associate will adhere to the established Customer Care Call Center processes and utilize the provided tools and resources effectively.
Key Responsibilities
• Receive and professionally handle incoming customer calls.
• Greet customers, collect necessary information (Customer ID, name, contact details), and retrieve customer history from the system.
• Actively listen to customer concerns and inquiries and accurately record details in the designated tracking system (Appsheet).
• Provide initial responses to customers, assign query/complaint numbers, and clearly communicate next steps and expected timelines.
• Refer customer issues to the appropriate department (Logistics, Finance, ASM, RSM/NSM etc..) according to established protocols.
• Follow up with relevant departments/personnel to ensure timely resolution of customer issues.
• Provide regular updates (at least every two days) to customers on the status of their complaints.
• Proactively identify and escalate unresolved issues according to established escalation procedures.
• Confirm issue resolution with the department responsible and inform the customer of the resolution and Close resolved complaints/queries in the tracking system.
• Maintain accurate and up-to-date records of all customer interactions in the tracking system.
• Adhere to company policies and standards.
• Utilize provided tools and resources effectively (SharePoint-based Excel tracker, phone line, contact sheets, terms and conditions and others).
Language Requirements
Position 1:
Fluency in
Amharic and Afan Oromo
is required.
Position 2:
Fluency in
Amharic and Tigrinya
is required.
Qualifications
• Bachelor’s degree in
Sales and Marketing, Management
or related fields
• 0–1-year experience in customer service.
• Excellent verbal and written communication skills in English, Amharic, Afan Oromo is required; other local languages preferred.
• Proficiency in using computer systems and Microsoft Office applications
How To Apply
APPLICATION INSTRUCTIONS
Please title your application with the subject line: - "Customer Care Associate”
Only candidates meeting the required qualifications are invited to send their applications (Cover Letter) including a detailed CV to
[email protected]
Women are highly encouraged to apply
Skills (mandatory):
Adaptability, customer communication and understanding capabilities, Excellent communication and interpersonal abilities., Excellent computer skills, including knowledge of Microsoft Office applications such as Outlook,, Customer-oriented with a positive service mindset.
Skills (desired):
Fluent in Amharic and English, with excellent communication skills.
Languages:
ENGLISH
Work experience:
0-1 years
Apply Now!