Contact Center Representative

About the role

Digaf & Micro-Credit Provider SC is seeking a Contact Center professional to join its team in Addis Ababa. The role focuses on handling inbound customer inquiries, providing information on financial products, and supporting collections activities. Candidates should be eager to deliver high‑quality service in a fast‑paced environment.

Key responsibilities

• Answer incoming calls and respond to customer inquiries professionally.
• Provide accurate information about the institution’s financial products and services.
• Resolve customer complaints or escalate complex issues to the appropriate department.
• Update customer information in the system after each call.
• Document customer feedback and report recurring issues to management.
• Prepare daily call reports and collection updates.
• Follow call scripts, internal policies, and regulatory guidelines.
• Maintain professionalism and confidentiality when handling customer information.
• Collaborate with collections and customer service teams to ensure smooth operations.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Communication, Information Technology or related field.
• 0–2 years of experience in a call centre, customer service or help‑desk role (advantageous).
• Basic knowledge of financial services or micro‑finance products.
• Proficiency in English, Amharic and Afaan Oromo, both written and spoken.

Required skills

• Strong communication and customer interaction abilities.
• Clear, polite and professional telephone manner.
• Active listening and ability to understand customer needs.
• Problem‑solving skills for handling inquiries and complaints.
• Customer‑focused attitude with patience and empathy.
• Time‑management skills to handle high call volumes under pressure.
• Teamwork and effective collaboration with other departments.
• Ability to maintain customer and company information confidentially.