Ethiotelecom vacancy announcement

Ethiotelecom would like to invite qualified and competent applicants to apply for the following vacant post.

Telecommunications service was introduced in Ethiopia by Emperor Menelik II in 1894 when the construction of the telephone line from Harar to the capital city, Addis Ababa, was commenced. Then the interurban network was continued to expand satisfactorily in all other directions from the capital. Many important centers in the Empire were interconnected by lines, thus facilitating long distance communication with the assistants or operators at intermediate stations frequently acting as verbal human repeaters between the distant calling parties.

As a continuation of the 2005/06-2009/10 five-year plan and after concentrating its efforts on education, health and agriculture, the Ethiopian government has decided to focus on the improvement of telecommunication services, considering them as a key lever in the development of Ethiopia, ethio telecom is born, on Monday 29th November 2010, from this ambition of supporting the steady growth of our country, within the Growth Transformation Plan (GTP), with ambitious objectives for 2015.

1: Contact Center Advisor

Location: Addis Ababa

Ethio telecom is looking for young, energetic and customer focused professionals to increase its customer services provisioning to the level of Ethio telecom’s customer expectation. Hence young and competent graduates interested in working in the ever growing telecom industry are invited to apply for the job opening below before the closing date.

General Mission of the Company

Ethio telecom has an ambition to Provide Reliable Communications & Digital Financial Services and Simplify Life and Accelerate Digital Transformation of Ethiopia.

Position Responsibility

Actively work on the front-line activities, according to processes and procedures, providing professional and excellent customer service and satisfaction for customers, covering all the company products.
Permanently propose improvements for tools and processes as a result of the daily experience, to improve the customer contacts efficiency/ quality according to the priorities set by the customers (service quality) and company`s needs (optimizing costs).
Apply adapted process/tools/ services accordingly.
Able to deliver efficient resolution to all customer’s request, complaints and inquiries contacts as per the service level agreement.
Able to maintain a good and positive mind set, proper behavior, discipline and be punctual and regular to ensure that the departments objectives are attained, and company rules are respected.
Prepare accurate individual reports about the front-line activity to ensure that targets are met and Keep the history of all the reports, to permanently learn and adapt from the experience.
Propose (according to department policies and procedures) all required actions to permanently optimize the quality and productivity, and to resolve customers’ issues and complaints.
Develop the skillset to foster positive relationships with all types of customers including those who may present challenges.
Ensure that all confidential information pertaining to company and individual customer coming into one’s possession is not disclosed or revealed to unauthorized person or agency.
Upon receiving a customer issue, log it in the trouble ticketing system or escalate with email, including all necessary details and share required information to customer as directed on the work instructions.
Register/record each customer calling reasons accurately.
Required Competency
Required Transversal Competencies
Being customer-oriented
Ability to listen
Communication skill (active listening, empathy, emotional intelligence, clarity)
Problem solving skill (critical thinking, initiative to make decision, agility)
Customer service skill (service orientation, conflict resolution, patience & flexibility)
Stress Management, time Management and professionalism
Team spirit and cross-cutting collaboration
Professional Competency
Ethiotelecom product and service knowledge
Knowledge of basic computer skills, working tools, processes & communication methods
Knowledge of Customers and their Environment
Know how to coach
IT applications in the field.
Language
Reading, writing and speaking English and Amharic are mandatory for all positions.
Willingness to handle calls in other languages based on the employee language proficiency and future company demand.

Application Tips

Applicants who are more than 27 years of age are not eligible to apply.
Applicants must have the required educational qualification.
All Applicants are required to print the application confirmation page for successful registration. Any complaints regarding registration will not be entertained otherwise.
Applicants who have applied with field of study not listed in the requirement will not be considered.
If any applicant is found to apply or join ethio telecom with false information, it will lead to subsequent termination without prior notice any time discovered.
Only short-listed applicants will be contacted via SMS.

Skill and educational background

BA Degree or Level V with COC in Management, Business Management, Business Administration, Marketing Management, Economics, Accounting & Finance, Financial Accounts Management, Business Information System, Management Information System and Accounting graduated since 2013 E.C.

Experience: Not Required/Fresh Graduates

Application way

Interested applicants should apply online through web address:

https://www.ethiotelecom.et/jobs/contact-center-advisor/

Other ways of applications are not acceptable.

Work Language: Amharic, Afan-Oromo, Tigrigna, Af-Somali

Deadline: July 18, 2024

Leave a Comment