Job Overview

• Category: Accounting and Finance, Business and Administration, Sales and Marketing
• Position: Customer Advisor
• Location: Addis Ababa 
• Salary: As per a company scale
• Deadline: Jul 28, 2023

Job Description

Main Duties and Responsibilities

• Maintains standard service delivery time;
• Attends customers’ queries and complaints;
• Enhances the Company’s image through pro-active customer-driven servicing of their needs to maximize customer satisfaction;
• Provides efficient and high quality service to customers;
• Resolves problems by clarifying issues and exploring answers and alternative solutions; escalating unresolved problems;
• Maintains communication equipment by reporting problems;
• Maintains and improves quality services by adhering to standards, guidelines and procedures;
• Updates job knowledge by studying new product descriptions; participating in educational opportunities;
• Follows communication “scripts” when handling customers;
• When handling customer on phone, identify customers’ needs, clarify information, research required information using every available resources and provide solutions and/or alternatives sometimes escalating unresolved problems;
• Places calls to customers for the purpose of actively promoting products and services when needed;
• Provides standard service across all contact channels as required through all communication channels (voice and non-voice) whilst maintaining service levels and efficiencies.
• Improves and optimizes customer value through maximizing customer conversion and retention opportunities utilizing company marketing initiatives and the sales mentality
• Ensures familiarity with all marketing initiatives and up-to-date customer support functions and processes
• Maintains open and transparent communication within the team
• Proactively escalates any issues that would affect the customer experience
• Provides first time resolution to customer contacts, taking into account the commercial value of each contact.
• Escalates customer complex requests to the Senior Customer Advisor and relay outcomes of investigations to customers.

Supervisor:Sales and Marketing Head

Job Requirements

Customer Advisor Requirements and Qualifications

• BA Degree-Marketing, Business Administration, Business Management or Accounting
• 2 Years’ previous experience in customer support, client services, sales, or a related field

How to Apply

Interested and qualified applicants are invited to send their Application letter, CV and scanned documentations via email to [email protected] within 10 working days from the date of this announcement. Only shortlisted candidates will be contacted.