BACKGROUND:

EthioChicken is a leading distributor of chickens to rural farmers in Ethiopia. We are a rapidly growing Company that believes in investing in our employees and offers them opportunities for career advancement. EthioChicken is an Ethiopian based company. 

Our Vision: 

Our vision is to provide one chicken per person per year through smallholder farmers. 

Our purpose:

Our purpose is making farmers of Ethiopia healthier and wealthier 

Job Summary:

 The Customer Care associate is responsible for providing exceptional customer service to EthioChicken customers, addressing their inquiries, resolving complaints, and ensuring a positive customer experience. This role requires excellent communication skills, problem-solving abilities, and a commitment to customer satisfaction. The Customer Care associate will adhere to the established Customer Care Call Center processes and utilize the provided tools and resources effectively.

 Key Responsibilities

 • Receive and professionally handle incoming customer calls. 

• Greet customers, collect necessary information (Customer ID, name, contact details), and retrieve customer history from the system. 

• Actively listen to customer concerns and inquiries and accurately record details in the designated tracking system (Appsheet). 

• Provide initial responses to customers, assign query/complaint numbers, and clearly communicate next steps and expected timelines. 

• Refer customer issues to the appropriate department (Logistics, Finance, ASM, RSM/NSM etc..) according to established protocols. 

• Follow up with relevant departments/personnel to ensure timely resolution of customer issues. 

• Provide regular updates (at least every two days) to customers on the status of their complaints. 

• Proactively identify and escalate unresolved issues according to established escalation procedures. 

• Confirm issue resolution with the department responsible and inform the customer of the resolution and Close resolved complaints/queries in the tracking system.

• Maintain accurate and up-to-date records of all customer interactions in the tracking system. 

• Adhere to company policies and standards. 

• Utilize provided tools and resources effectively (SharePoint-based Excel tracker, phone line, contact sheets, terms and conditions).

Qualifications

 • Bachelor’s degree in Sales and Marketing, Management or related fields 

 • 0–1-year Experience in customer service is preferable 

 • Excellent verbal and written communication skills in English, Amharic and Tigrigna 

 • Proficiency in using computer systems and Microsoft Office application

How To Apply

APPLICATION INSTRUCTIONS

Please title your application with the subject line: – “Customer Care Associate”.

Only candidates meeting the required qualifications are invited to send their applications (Cover Letter) including a detailed CV to

careers@ethiochicken.com

Women are highly encouraged to apply