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CATI Agent Full-time Job

2023-01-19 00:02   Marketing & Communication   Addis Ababa   60 views
Job Details

Job Description

Customer Journey Roadmap Implementation

  • Promote innovation within each touch point in MultiChoice to improve operational effectiveness
  • Implement customer satisfaction initiatives.
  • Provide support in redefining processes within all touchpoints after due consultation with relevant stakeholders
  • Drive a ‘customer first approach’ across all touch points in Ethiopia
  • Deliver tactical roadmap of initiatives to achieve multi-channel customer experience
  • Using customer journey mapping and methodology to identify pain points and create solutions to address these
  • Drive appropriate level of customer segmentation to deliver personalized and relevant customer touch-points experience

Feedback Management

  • Make outbound calls and Compile customers feedbacks
  • Play Key role in facilitating customers interactions and transactions
  • Explain survey objectives and procedures to customers
  • Analyze and Interpret survey questions to assist customers sentiments
  • Identify and report negative sentiments to narrow service gap.
  • Conduct close the loop calls to manage negative customers sentiments
  • Acknowledge and resolve customer complaints
  • Support Journey owners to attain Customer satisfaction Targets"service issues

Job Requirements

Qualification and Experience

  • Bachelor’s Degree
  • Minimum of 1 year in a commerce, business administration or sales
  • Professional communication skills, written and verbal
  • Computer literate, numerical aptitude, and willingness to learn new skills
  • Passionate about customers and service delivery
  • Previous customer service experience required

Functional Competencies 

The incumbent is required to have the following technical competencies:

  • Product/service knowledge
  • Accounts understanding
  • Market/customer knowledge
  • Technical knowledge
  • Governance and Compliance
  • Sales Knowledge

Behavioral Competence

  • Problem Solving
  • Result Orientation
  • Attention to Detail
  • Time Management
  • Planning & Organizing
  • Resilience
  • Ideas Generation





How to Apply

Interested candidates are invited to send their CV and/or cover letters through ethiojobs. 

Only shortlisted candidates will be contacted.


Jan 28, 2023


Company Description
Multichoice Ethiopia PLC