Back to all opportunities
GUGU Trade PLC
Verified
Customer Service & Call Center Officer
Addis Ababa - ethiopia
full-time
permanent
Posted
11 hours ago
Experience
1+ years
Deadline
Nov. 5, 2026 (10 days left)
GUGU PLC is a nationwide importer, distributor, and installation service provider of solar energy products and systems. We are seeking a professional, customer-focused, and organized individual to support our national call center, customer database, and after-sales service operations.
Job Purpose
To handle customer inquiries and complaints, maintain accurate customer records, coordinate service requests, and support timely customer assistance across Ethiopia.
Key Responsibilities
Handle incoming and outgoing calls, inquiries, product information requests, and customer complaints.
Provide accurate information about solar products, pricing, availability, installation services, warranties, and after-sales support.
Register customer inquiries, sales leads, complaints, and service requests in the customer database or CRM system.
Coordinate technical inquiries with engineering and installation teams and follow up until resolution.
Liaise with sales, marketing, procurement, logistics, and field teams to address customer needs.
Collect and compile data after sales service for all the products.
Track installation requests, product deliveries, warranty claims, maintenance requests, and pending complaints.
Maintain accurate customer contact details, service histories, and follow-up records.
Support daily national call center operations, call logging, and customer request tracking.
Prepare reports on call volumes, complaints, response times, resolution rates, and customer satisfaction.
Identify recurring customer concerns and recommend improvements in service delivery.
Maintain customer confidentiality and professional communication standards.
Required Qualifications
Bachelor's degree or diploma in Business Administration, Marketing, Customer Service, ICT, Information Management, or a related field.
Relevant experience in customer service, call center operations, sales support, or customer relationship management.
Experience with CRM systems, customer databases, or call center software is an advantage.
Experience in solar energy, electrical products, or technical service operations is desirable.
Required Skills
Excellent verbal and written communication in English and Amharic.
Afaan Oromo and other Ethiopian languages are an advantage.
Strong telephone etiquette, active listening, problem-solving, and complaint-handling skills.
Proficiency in Microsoft Excel, Word, email, and digital data management tools.
Patience, professionalism, accuracy, and commitment to customer satisfaction.
How to Apply
Interested and qualified applicants should submit an updated CV and cover letter to [official email or link
Only shortlisted candidates will be contacted.
Applications must be submitted no later than 05/Nov/2026 11h59 p.m. Local Time
Apply for this Job