Job Summary
The Customer Service Support role is responsible for handling customer inquiries, providing accurate information about financial products and services, resolving customer concerns, maintaining customer records, and supporting collections and customer service operations. The position requires strong communication, active listening, problem-solving, and customer service skills.
Key Responsibilities
Customer Service Support
Answer incoming calls and respond to customer inquiries in a professional manner.
Provide accurate information about the institution’s financial products and services.
Resolve customer complaints or escalate complex issues to the appropriate department.
Data Management & Reporting
Update customer information in the system after each call.
Document customer feedback and report recurring issues to management.
Generate daily call reports and collection updates.
Compliance & Quality Assurance
Adhere to call scripts, internal policies, and regulatory guidelines.
Maintain professionalism and confidentiality while handling customer data.
Follow proper escalation procedures for unresolved issues.
Team Collaboration
Work closely with the collections and customer service teams to ensure smooth operations.
Participate in training and performance improvement programs.
Provide insights on improving customer engagement and collections effectiveness.
Qualifications & Skills
Education
Bachelor’s degree in Business Administration, Marketing, Communication, IT, or a related field.
Experience
0–2 years of prior experience in a call center, customer service, or help desk is an advantage.
Knowledge:
Basic knowledge of financial services, microfinance products, or customer care principles.
Languages:
Proficiency in English, Amharic, and Afan Oromo languages, both verbal and written.
Core Skills and Competencies
Communication Skills:
Clear, polite, and professional telephone communication.
Active Listening:
Ability to understand customer needs and respond effectively.
Problem-Solving:
Ability to handle customer inquiries and complaints and provide appropriate solutions.
Customer Focus:
Patience, empathy, and a positive attitude when interacting with customers.
Time Management:
Ability to handle high call volumes and work effectively under pressure.
Teamwork:
Ability to cooperate with other departments to ensure effective issue resolution.
Confidentiality:
Ability to protect customer data and company information.
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