Customer Support Officer

Location: Addis Ababa, Ethiopia
Employment Type: Full-Time

Job Summary

We are looking for a customer-focused and detail-oriented E-Invoice Customer Support Officer to assist businesses using our E-Invoice platform. The platform enables businesses to manage sales, issue tax invoices and receipts, track inventory and purchases, process withholding tax, and submit invoice and receipt information to the Ministry of Revenue (MOR) through the Electronic Invoice/Receipt Management System (EIRMS).

The successful candidate will respond to customer inquiries, guide users through platform features, troubleshoot common issues, and coordinate with relevant teams to ensure timely resolution of customer concerns.

Key Responsibilities

1. Respond to customer inquiries regarding account setup, invoicing, billing, payments, inventory, and other platform features.
2. Guide users through invoice issuance, receipt management, digital certificate installation, and invoice signing.
3. Resolve common platform issues and escalate complex cases to the relevant teams.
4. Follow up on reported issues and keep customers informed until resolution.
5. Record customer inquiries, complaints, and resolutions accurately.
6. Collect customer feedback and report recurring issues to improve service delivery.

Qualifications and Requirements

1. Diploma or bachelor’s degree in IT, Computer Science, Accounting, Business Administration, or a related field.
2. Experience in customer support or software support is an advantage.
3. Basic computer skills and the ability to learn digital platforms quickly.
4. Good communication, problem-solving, and customer service skills.
5. Fluency in Amharic and English.