Customer Service Representative (On-site, NYC Hours)

About the role

We are looking for a Customer Service Representative to work on‑site in Bole, Addis Ababa, supporting our U.S.‑based clients during New York City business hours. The role involves handling inbound and outbound communications, updating records, and collaborating with the internal team. Training will be provided, and the successful candidate will grow their skills in CRM and international client support.

Key responsibilities

• Communicate with customers and clients via phone, email, chat, or CRM in a professional manner.
• Answer questions, provide support, and resolve issues during NYC working hours.
• Update customer information, notes, and follow‑ups in the CRM system.
• Assist with scheduling calls, appointments, and follow‑up tasks.
• Organise client information and maintain accurate records.
• Escalate critical issues to management when necessary.
• Follow company processes and complete daily assigned tasks.

Required profile

• Must be able to work on‑site in Bole, Addis Ababa.
• Available to work New York City/Eastern Time Zone hours.
• Strong spoken and written English.
• Reliable, professional and able to follow instructions.
• Coachable, detail‑oriented and willing to learn.

Required skills

• Experience or familiarity with CRM systems (e.g., Pipedrive, HubSpot, Salesforce, Zoho).
• Proficiency with Google Workspace and standard computer applications.

What we offer

• Full‑time position with a training‑to‑full‑time pathway.
• Compensation discussed based on experience, English level and performance.
• Potential bonuses linked to reliability and results.