Customer Service Officer

Company: OREM PLC
Job Title: Customer Service Officer
Department: Customer Service
Work Location: Addis Ababa, 22 Mazoria
Employment Type: Full-Time

We are looking for a customer-focused, professional, and responsible individual to join our team as a Customer Service Officer.

1. Key Duties and Responsibilities

The successful candidate will be responsible for the following duties:

1. Customer Information and Assistance: Welcome customers visiting the office and provide accurate, clear, and timely information about the company’s services, products, procedures, and requirements.
2. Contract Preparation and Signing: Guide customers through the contract-signing process, ensure that all required documents and information are complete, and facilitate the signing of agreements in accordance with company procedures.
3. Customer Registration and Onboarding: Assist new customers with registration, explain membership requirements, and ensure that all necessary preconditions are fulfilled before enrollment.
4. Customer Education: Explain how the mobile application works, including membership procedures, contribution payments, cycles, payout processes, and applicable terms and conditions.
5. Customer Inquiry Management: Respond professionally to customer questions, concerns, and requests, providing appropriate solutions or referring complex cases to the relevant department.
6. Complaint Handling: Receive, document, follow up on, and help resolve customer complaints promptly and professionally.
7. Document Management: Maintain accurate customer records, signed contracts, registration documents, and other relevant files while ensuring confidentiality and proper handling of customer information.
8. Follow-Up and Communication: Follow up with customers regarding incomplete documentation, registration processes, contract requirements, and other outstanding matters.
9. Digital Service Support: Help customers understand and use the mobile application and report technical issues to the appropriate team when necessary.
10. Customer Relationship Management: Build and maintain positive relationships with customers, promote customer satisfaction, and contribute to customer retention and trust.
11. Reporting: Maintain daily records of customer visits, inquiries, registrations, signed contracts, complaints, and other relevant activities, and submit reports to the immediate supervisor.
12. Compliance and Professional Conduct: Follow company policies, customer service standards, data protection requirements, and all applicable legal and regulatory procedures.
13. Other Duties: Perform other relevant duties assigned by the immediate supervisor in line with the position.

Education: Diploma or Bachelor’s degree in Business Administration, Management, Marketing, Accounting, Banking and Finance, Information Technology, or a related field.
Experience: Previous experience in customer service, front-office operations, sales, client relations, or administrative work is an advantage. Fresh graduates with strong communication and customer-handling skills may also apply.
Communication Skills: Excellent verbal and written communication skills in Amharic and English.
Customer Service Skills: Strong interpersonal skills and the ability to deal with customers politely, patiently, and professionally.
Digital Literacy: Ability to learn and explain mobile applications and digital service procedures to customers.
Problem-Solving: Good judgment and the ability to identify customer needs, resolve routine issues, and escalate complex cases appropriately.
Integrity and Confidentiality: High ethical standards, honesty, reliability, and the ability to protect confidential customer information.
Attention to Detail: Ability to verify customer information, check required documents, and follow established procedures accurately.
Teamwork: Ability to work effectively with colleagues across different departments.

3. Preferred Competencies

The following will be considered additional advantages:

- Experience working in a fintech company, digital financial services, banking, microfinance, or a membership-based service organization.
- Experience handling customer contracts, onboarding procedures, and complaint resolution.
- Knowledge of customer relationship management (CRM) systems.
- A customer-oriented mindset with the ability to work under pressure and manage multiple tasks.

4. Key Personal Attributes

The ideal candidate should be:

- Friendly, approachable, and service-oriented.
- Honest, disciplined, and dependable.
- Patient, respectful, and solution-focused.
- Organized and attentive to detail.
- Proactive and willing to learn.
- Professional in appearance, communication, and conduct.