Customer Service Representative (English Speaking)

The Customer Service Representative (English Speaking) is responsible for engaging with potential customers through inbound and outbound calls. The role involves assessing customer needs, qualifying opportunities, providing accurate information, handling objections, and seamlessly connecting qualified prospects with the appropriate internal team while meeting performance and conversion targets.

• Handle inbound and outbound calls with potential clients professionally and efficiently.

• Engage customers to understand their needs, interests, and requirements through active listening and targeted questioning.

• Identify qualified opportunities and connect customers with the correct internal team for subsequent steps.

• Provide clear, accurate information regarding offerings and handle customer questions and objections effectively.

• Maintain accurate, up-to-date records of all customer interactions, outcomes, and necessary follow-ups.

• Consistently meet or exceed assigned call volume, conversion rates, and performance targets.

• Work Experience: Junior level (1 to 3 years of experience). Previous professional experience in sales, telesales, call center operations, or customer service is preferred.

• Workplace Arrangement: Full-time and strictly onsite in Addis Ababa.

• Language Proficiency: Strong, confident English communication skills with a professional phone manner and excellent negotiation capabilities.

• Core Competencies: Active listening, strong interpersonal and relationship-building skills, and the ability to navigate challenging conversations and objections.

• Professional Attributes: Target-driven, results-oriented, highly organized, detail-oriented, and capable of thriving in a fast-paced environment.

• Required Technical/Soft Skills: Communication, decision-making, attention to detail, and analytical/problem-solving skills.