Customer Service Representative

About Washington Medical Center (WMC)

Washington Medical Center (WMC) is a specialized Secondary healthcare facility managed and staffed by Ethiopian, American, and other foreign doctors who are committed to providing expert, high quality, and affordable medical services to all Ethiopians, residents, and visitors of Ethiopia, including International Organizations, Embassies, Business Firms, and Insurance Companies.

WMC has been established under Washington Healthcare PLC, which by itself is a subsidiary of Washington Healthcare LLC incorporated in Washington D.C. (USA). WMC is certified by the New Ethiopian Government Standard Authority Health Facility Minimum Standard Requirement (Ethiopian Standard ES 36192012) for specialty medical centers and is licensed to operate accordingly.

Washington Medical Center (WMC) is looking for a detail-oriented Customer Service Representative to perform and coordinate customer service duties within our organization. The Customer Service Representative act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer encounter. To be successful as a customer service representatives, you should have a solid working knowledge and strong customer handling skills. 

Post title: Customer Service Representative

Required number: One

Place of Work: Addis Ababa

Employment Status: Full Time

Salary: Attractive 

Expected Start Date: Immediately after concluding the Recruitment Process

Duties and Responsibilities:

- Maintaining a positive, empathetic, and professional attitude toward customers at all times.

- Responding promptly to customer inquiries.

- Communicating with customers through various channels.

- Acknowledging and resolving customer complaints.

- Processing orders, forms, applications, and requests.

- Keeping records of customer interactions, transactions, comments, and complaints.

- Communicating and coordinating with colleagues as necessary.

- Ensure customer satisfaction and provide professional customer support.

- Establish new customer accounts and record account information, like phone    numbers or addresses, on your digital platform

- Listen to customer complaints and try to identify the cause of their problem to your  best ability

- Identify the appropriate response and strategy to solve customer issues as quickly  as possible

- Be able to manage large amounts of phone calls, chats, emails, and other  communication channels

- Assist customers on placement of orders, refunds, or exchanges

- Ensure customer satisfaction and maintain professional customer support 

- Collecting and analyzing customer feedback report to a supervisor 

- Any related activities as required 

Required Education and Skills:

• Bachelor's degree in Business Administration, Management, Marketing or related field of study
• Minimum three or more years hand on experience on similar position 
• Strong knowledge of customer handling principles and procedures.
• Can demonstrate empathy, listening skills, and speaking skills
• Proven call center or customer service experience preferred
• Strong soft skills and communication skills
• Can work efficiently and manage time accordingly 
• Must have excellent organizational and multitasking skills