About The Company

Our Sister Company Amen Natural Water PLC, a division of the Mintu Investment Group, is engaged in the manufacturing and distribution of bottled drinking water using advanced processing technology. The company produces bottled water under the brand name Victory, which is widely recognized in the Ethiopian market across various pack sizes. Amen Natural Spring Water (Victory Bottled Water) is supported by experienced professionals with strong technical and operational expertise in the water and beverage sector. The company combines ISO-certified quality systems with a commitment to safety, efficiency, and community development. As the company continues to grow, it remains focused on operational excellence and contributing to Ethiopia’s industrial development.

About The Job

The company is looking for a dynamic and experienced Customer Service Officer. The ideal candidate will be responsible for managing customer interactions, handling inquiries and complaints, processing orders, and ensuring high levels of customer satisfaction across the business units. The role serves as a key communication link between customers and internal departments, ensuring the timely resolution of issues and efficient order fulfillment.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for customers regarding inquiries, orders, and service issues.
• Build and maintain strong, professional relationships with customers and distributors.
• Ensure customer concerns are handled promptly and professionally.
• Receive and respond to customer inquiries via phone, email, WhatsApp, social media, and walk-ins.
• Provide accurate information about products, prices, promotions, and availability.
• Record customer complaints and follow up until resolved.
• Maintain a polite, professional, and friendly communication with customers.

Sales & Marketing Support

• Support sales campaigns, promotions, and sampling activities.
• Collect customer feedback during promotions and marketing campaigns.
• Assist in managing customer databases and contact lists.
• Help register new customers and distributors.

Complaint Handling & Issue Resolution

• Receive and document customer complaints.
• Coordinate with Quality, Production, or Logistics teams to investigate issues.
• Follow up on corrective actions and ensure timely resolution.
• Provide feedback to management on recurring issues and improvement areas.

Order Processing & Coordination

• Receive, verify, and process customer orders accurately and timely.
• Coordinate with Sales, Production, Stores, and Logistics to ensure order fulfillment.
• Ensure proper documentation of sales transactions.

Customer Retention

• Follow up with customers after purchase.
• Build strong relationships with key customers.
• Support any partnership, loyalty programs, giveaways, and holiday campaigns.

Reporting & Documentation

• Maintain records of calls, complaints, and inquiries.
• Maintain accurate records of contracts, orders, invoices, and communications.
• Submit daily and weekly reports to the Marketing Manager.
• Escalate critical or sensitive customer issues to the Marketing Manager.

Experience & Qualifications:

Bachelor’s Degree in Marketing Management, Business Administration, Communication, Public Relations, or a related field with a minimum of 2 years of experience in customer service, sales support, or client relations, ideally within an FMCG (Fast-Moving Consumer Goods) or manufacturing environment.

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with digital archiving tools or cloud storage are needed.

Knowing the Oromifa Language will be advantageous.

Join us as we continue to scale our operations and lead Ethiopia toward industrial self-reliance.