About the Job
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).
About You
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
Requirement Skill
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.
Desired Skill
Fluent in Amharic and English, with excellent communication skills.
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
Women are highly encouraged to apply
More Information
- Experience Level Junior
- Total Years Experience 0-5
- Qualification BA/BSc
