Haset Information Technology PLC Vacancy

We are an innovative technology startup based in Addis Ababa, Ethiopia, passionate about delivering cutting-edge digital solutions tailored for the African market and beyond.

Our mission is to help businesses in Ethiopia and across Africa advance to the next level through technology, providing reliable, scalable, and secure solutions that drive growth and efficiency in the region.

Position: Call Center Agent

Qualifications:

Level IV diploma or equivalent.
A minimum of 6 months to one year previous customer service or call centre experience preferred.
Excellent communication skills.
Strong problem-solving skills and attention to detail.
Ability to remain calm under pressure and handle difficult situations professionally.
Comfortable working in shifts, including evenings, weekends, and holidays.
Basic computer skills and familiarity with CRM tools or call centre software.
A proactive and solution-oriented mindset.
Ability to thrive in a fast-paced and dynamic environment.

Answer incoming calls and respond to customer queries promptly and professionally.
Log all customer interactions accurately in the system.
Escalate complex issues to the appropriate department or supervisor.
Maintain a high level of product knowledge to effectively address customer concerns.
Ensure service quality standards are met at all times.
Handle inbound and outbound customer calls in a professional and courteous manner.
Provide information, answer inquiries, and resolve customer issues and complaints.
Accurately record and document customer interactions and transactions in the CRM system.
Follow call scripts and guidelines to ensure consistency and quality of service.
Meet or exceed call center performance metrics, including call handling time and customer satisfaction.
Escalate complex issues to appropriate supervisors or departments when necessary.
Stay updated on product knowledge and company policies to provide accurate information to customers.
Participate in ongoing training and professional development to improve customer service skills.
Adhere to call center standards, processes, and procedures.
Maintain a positive and customer-focused attitude during interactions.