Customer Care Associate 140 views

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 and 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).

Qualifications:

• Bachelor’s degree in Sales and Marketing, Management or related fields

• Minimum of 1 year experience in customer service.

• Excellent verbal and written communication skills in English, Amharic and Afan Oromo

• Proficiency in using computer systems and Microsoft Office applications