Habesha Breweries SC. External Vacancy Announcement
Job Position-Customer Service Officer
Required Qualification and Experience
Education:Degree certification (BSc or BA) in Arts, Science, & other relevant disciplines
Experience:2- 3 years of experience in customer service.
Experience in the FMCG or brewery/beverage industry is an added advantage.
Requirement Skill
- Proven experience in working with CSOs, networks, or local initiatives and communities
Result areas & responsibilities
Team Supervision & Call Centre Oversight
Supervise, coach, and monitor daily performance of Call Centre Operators.
Review call logs, order records, and customer feedback for accuracy and completeness.
Ensure operators meet daily/weekly sales and service targets; flag and address shortfalls.
Handle escalated calls and complaints that operators cannot resolve.
Conduct regular quality checks (call monitoring, order accuracy spot-checks).
Customer Service Management
Own end-to-end resolution of escalated customer complaints, ensuring timely closure.
Ensure consistent, accurate communication of product availability, pricing, promotions, and delivery schedules across the team.
Develop and update customer service standards/scripts for the call centre team.
Settlement & Payments
Ensure accurate and timely settlement of customer and distributor accounts, verifying that payments received match invoiced amounts, delivered orders, and applicable discounts, returns, or credit notes.
Follow up proactively on outstanding balances and unsettled transactions, escalating unresolved cases to the supervisor or finance team.
Reporting & Documentation
Consolidate and review daily call logs, order reports, and customer feedback from operators.
Prepare weekly and monthly customer service performance reports (call volume, resolution rate, order accuracy, target achievement) for management.
Maintain and audit the customer database and contact lists for accuracy.
Track recurring complaint themes and report trends/insights to management.
Location: Addis Ababa,
Deadline : September 15th, 2026
NB:-Whenever you are looking for jobs in Ethiopia, just remember Elelanajobs.
For More updates Join Our Official Telegram Channel