Customer Service / Call Center Agent at Sunrise Logistics PLC

Sunrise Logistics PLC

  • Ethiopia
  • Permanent
  • Full-time
  • 30 days ago
The Customer Service Call Center Agent is the first point of contact for customers, responsible for handling inbound and outbound calls, responding to inquiries, resolving complaints, and ensuring a positive customer experience. The role requires excellent communication skills, problem-solving abilities, and a professional attitude.Job Title: Customer Service / Call Center Agent
Department: marketing & sales
Reports to: Sales & Marketing Manager
Location: Bole Airport, WANZA head officeKey Responsibilities:
  • Answer incoming calls, emails, or SMS messages in a professional and friendly manner.
  • Resolve customer inquiries, issues, and complaints related to orders, deliveries, services, or billing.
  • Log all customer interactions into the CRM or call tracking system accurately.
  • Follow up on customer concerns and ensure timely resolution.
  • Provide information about services, products, pricing, and policies.
  • Redirect complex issues to supervisors or the appropriate department when necessary.
  • Maintain knowledge of company services, promotions, and operational updates.
  • Meet individual and team KPIs such as call handling time, customer satisfaction, and first-call resolution.
  • Assist with outbound calls for feedback, follow-ups, or service reminders.
  • Uphold high standards of professionalism, confidentiality, and empathy
About YouRequirements:
  • Diploma or Degree in Customer Service, Business Administration, Logistics, or related field
  • 0-2 years of experience in a call center or customer-facing role (preferably in logistics, courier, or transportation)
  • Excellent communication skills (both verbal and written) in [Languages English, Amharic]
  • Ability to multitask and handle pressure
  • Strong problem-solving and conflict-resolution skills
  • Flexible to work in shifts, weekends, or holidays as needed
Preferred Qualities:
  • Friendly and empathetic tone with clients
  • Attention to detail in logging information
  • Fast learner with knowledge of logistics processes
  • Team player with a proactive attitude
Method of Application Apply using the provided link below or Submit your application and CV along with supporting documents via

JobWeb Ethiopia