Job Summary
Responsible for serving as the primary voice of Virtual Equb PLC on the front lines of user engagement. The role involves handling inbound phone calls, chat queries, and email inquiries, assisting customers with app navigation and payment transactions, resolving technical issues, and ensuring exceptional user service.
Key Responsibilities
Inbound Call Handling & User Support:
Manage inbound phone calls, chats, and emails regarding account registration, mobile app navigation, Equb group rules, and payment transactions with professional clarity.
Issue Resolution & Escalation:
Troubleshoot and diagnose technical or transaction-related issues, escalating complex bugs or payment discrepancies to IT, Operations, or Finance teams.
Record Keeping & Feedback:
Accurately log all customer interactions and tickets in the CRM database while sharing recurring user feedback and operational insights with management.
Educational Qualification & Experience Requirements
Education
BA Degree or Diploma in Customer Service, Communications, Business Administration, Marketing, IT, or a related field.
Experience
Minimum of 1 to 2 years of proven experience in call center operations, customer support, or frontline service (FinTech, banking, mobile money, or e-commerce background is a strong advantage).
Required Skills & Competencies
Fluency in written and spoken Amharic and English (proficiency in additional local Ethiopian languages like Afaan Oromo or Tigrinya is a distinct advantage).
Strong emotional intelligence, tech-savviness, and patience under pressure.
Required Skill Tags:
Active listening, communication, problem solving, behavioral flexibility, strong attention to detail, and accuracy.
Desired Skill Tags:
CRM software navigation, remote customer troubleshooting, and digital finance support.