Job Description
The role holder is responsible for engaging with customers on behalf of Sanku Fortification Ethiopia PLC. The duties will include answering phone calls or emails, or social media queries from customers and/or donors to respond to their questions while maintaining expert knowledge about Sanku Fortification Ethiopia PLC’s products or services to best help customers (both existing and prospective millers).
Primary Work Responsibilities:
- Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
- Providing clear clarification about fortification and the Sanku Fortification Ethiopia PLC model to the prospective millers.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Resolves millers’ problems by clarifying their complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
- Doing outbound calls to millers from time to time, particularly those who have stayed longer without ordering bags.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Communicating and coordinating with colleagues, particularly those in the field, as necessary.
- Ensure customer satisfaction and provide professional customer support to millers and the field operations team.
- Forward suspected fraudulent and questionable claims to appropriate personnel/channels.
- Understanding the dynamics of all departments, how they impact each other, and how they impact customers.
- Carry out any other duties assigned by the line manager from time to time.
Position Competencies Requirements
- Active listening skills with the ability to communicate clearly and concisely.
- Strong time management skills with the ability to multitask and manage frequent and urgent interruptions, with poise and professionalism.
- Aptitude to be focused, highly organized, self-motivated, and self-directed by efficiently and effectively managing workload and assignments to completion with minimal supervision.
- Experience in sales order systems as well as demonstrate an ability to navigate fluently within Microsoft tools, i.e., Word, Excel, Outlook, and PowerPoint.
- Ability to make decisions using independent discretion and sound judgment.
- An innate ability to be influential and persuasive when the opportunity presents itself.
- Desire for self-improvement and contributing to solid team development.
- Ability to stay calm when customers are stressed or upset.
- Excellent listening skills and an empathetic voice and manner.
- Professional telephone manner and email etiquette.
- Excellent oral and written communication skills in English and Amharic.
- A demonstrated passion for the Sanku’s mission.
Required Qualifications:
- Bachelor’s Degree in Business Administration or any other related field.
- 2+ years of progressive work experience in customer service.
- Experience working with inbound and outbound calls, customer retention, and inside sales preferred.
- Experience working flexibly in a team, building strong day-to-day relationships with colleagues.
- Familiarity with office tools (e.g., Microsoft Office) and ERP or CRM systems.
