Customer Service Specialist

About the role

IMO-Ethiopia is hiring a full-time Customer Service Specialist based in Addis Ababa. The role covers handling daily customer inquiries and complaints through online channels such as in-app chat and email, and improving the user experience through feedback.

Key responsibilities

• Handle daily customer inquiries and give timely help through online channels, including in-app chat, email and other platforms.
• Help users with account issues, product questions, payment problems and other service requests.
• Deal with complaints and feedback professionally, following up and resolving them promptly.
• Collect and organise user feedback, spot recurring issues and work with internal teams to improve the user experience.
• Maintain positive, professional and friendly relationships with users.
• Monitor service quality and prepare regular reports on inquiries, complaints and performance.
• Support other customer service tasks as needed.

Required profile

• Bachelor's degree or above preferred.
• Previous experience in customer service, customer support or user operations preferred.
• Fluent in Amharic and English; knowledge of other local languages is a plus.
• Patient, responsible, detail-oriented and able to work flexible shifts when required.

Required skills

• Excellent verbal and written communication and a customer-oriented mindset.
• Good problem-solving skills and ability to handle complaints professionally.
• Good computer skills and familiarity with online communication tools.