Job Summary
The Call Center Agent is responsible for providing professional and timely customer support through inbound/outbound calls and digital channels, assisting customers with mobile money transactions, account inquiries, KYC verification, and dispute resolution while maintaining strict data confidentiality.
Key Responsibilities
Handle inbound and outbound customer calls professionally and courteously.
Provide accurate information and guidance on VitaBirr products, services, fees, transaction processes, and applicable policies.
Assist customers with digital transaction-related issues, including transfers, cash withdrawal, airtime, bill payments, merchant payments, and other VitaBirr services.
Receive, register, categorize, and follow up on customer complaints, transaction disputes, and service-related cases in accordance with approved procedures.
Conduct or support KYC updates and customer verification in accordance with VitaBirr''s approved KYC and customer identification procedures.
Verify customer information before providing account-specific or transaction-related information, while maintaining strict customer data confidentiality and privacy.
Assist customers with basic issues related to the VitaBirr mobile application, USSD services, wallet access, PIN-related matters, and other digital channels.
Identify and appropriately escalate suspicious transactions, potential fraud, unauthorized transactions, or other unusual customer activities to the responsible department.
Identify and report system errors, failed transactions, service interruptions, and recurring technical issues to the Operations or IT team.
Ensure customer cases are properly documented and all relevant information is accurately recorded in the CRM or designated system.
Follow up on outstanding customer cases and ensure proper closure or handover within the applicable service timelines.
Escalate complex, sensitive, or unresolved issues to the appropriate supervisor or department.
Maintain up-to-date knowledge of VitaBirr products, services, operational procedures, fees, KYC requirements, and customer support processes.
Follow approved call scripts, SOPs, escalation procedures, and customer service standards.
Maintain a professional, respectful, and customer-focused attitude in all interactions.
Meet established contact center performance indicators, including response time, case resolution, quality of service, accuracy, and customer satisfaction.
Participate in training, coaching, and continuous professional development activities.
Perform other customer support and operational duties assigned by the supervisor or management.
Educational Qualification & Experience Requirements
Education
Bachelor’s Degree or Diploma in Business Administration, Management, Marketing, Accounting, Economics, Information Technology, or a related field.
Experience
Previous experience in a call center, customer service, banking, fintech, digital financial services, or telecommunications environment is an advantage (along with experience handling customer complaints or transaction issues).
Required Skills & Competencies
Good understanding of mobile applications, digital payments, and basic technology.
Strong communication, interpersonal, and problem-solving skills.
Ability to work under pressure and handle difficult customer interactions professionally.
Fluency in Amharic, Oromiffa, and English is required; knowledge of additional Ethiopian languages is an advantage.
Required Skill Tags:
Customer Relationship Management (CRM), Microsoft Office Pack (Word, Excel, Access, Publisher, Outlook, PowerPoint), basic knowledge of user interface communication, and training and development.
Desired Skill Tags:
Presentation, problem solving, and educational planning & management / school leadership / educational administration.