Customer Care Associate

Customer Care Associate
EthioChicken

About the Job

Background:
EthioChicken is a leading poultry distribution company focused on serving rural farmers in Ethiopia. As a rapidly growing, Ethiopian-based organization, we are committed to investing in our employees and providing meaningful career growth opportunities.

Our Vision:
To provide one chicken per person per year through smallholder farmers.

Our Purpose:
Making the farmers of Ethiopia healthier and wealthier.

Job Summary:
The Customer Care Associate is responsible for delivering exceptional customer service to EthioChicken’s clients by addressing inquiries, resolving complaints, and ensuring a positive customer experience. This role demands strong communication, organization, and problem-solving skills, along with a deep commitment to customer satisfaction. The associate will follow established call center protocols and effectively use tools and resources to manage customer interactions.

Key Responsibilities:

• Handle incoming customer calls professionally and efficiently

• Collect and record customer information (Customer ID, name, contact details)

• Retrieve and review customer history using internal systems

• Listen actively to customer concerns and log them in the tracking system (Appsheet)

• Provide initial responses, assign complaint numbers, and communicate next steps and timelines

• Refer issues to relevant departments (Logistics, Finance, ASM, RSM/NSM) as needed

• Follow up with departments to ensure timely resolution of complaints

• Update customers at least every two days on the progress of their issues

• Escalate unresolved cases following proper procedures

• Confirm resolutions with relevant departments and notify customers

• Close resolved complaints in the system

• Maintain accurate, up-to-date records of all interactions

• Adhere to all company policies and quality standards

• Use tools like Excel trackers, SharePoint, and internal contact databases effectively

About You
Qualifications:

• Bachelor's degree in Sales and Marketing, Management, or a related field

• Minimum of 1 year of experience in customer service

• Proficient in English, Amharic, and Afan Oromo (verbal and written)

• Strong computer skills and experience using Microsoft Office applications

Required Skills:

• Active listening

• Effective communication

• Patience and empathy

• Strong attention to detail

• Teamwork and collaboration

How to Apply
Please use the subject line "Customer Care Associate" in your application email.

Interested and qualified candidates should send a cover letter and detailed CV to:
careers@ethiochicken.com

Women are highly encouraged to apply.