YaYa PII SC is a Payment Instrument Issuer focusing on providing payment solutions through mobile wallet software systems. YaYa PII SC is established in 2022 and licensed in compliance with Licensing and Authorization of Payment Instrument Issuers Directive No. ONPS/09/2023 issued by National Bank of Ethiopia.
We develop and maintain technological solutions that centers on an iOS and Android smartphone applications to perform the following operations.
Provide cash-in and cash-out, local money transfers including domestic remittances, load to card or bank account, transfer to card or bank account, domestic payments including purchase from physical merchants, bill payments, over-the-counter transactions, and inward international remittance services.
Position: Call Center Representative/Agent
Education: Degree in any field. Technology and specialized training in customer service is a plus.
Language: Knowledge of additional local language is preferable.
Experience: Prior experience in a call center or customer service environment is preferred.
Essential Skill Requirements
- Strong verbal and written communication skills.
- Problem-solving skills and the ability to handle difficult customers’ Ability to multitask and manage time efficiently.
- Familiarity with CRM software or call center systems is an advantage.
- Ability to work in a fast-paced environment and meet performance targets
The Call Center Representative is responsible for providing excellent customer service to clients by handling inquiries, resolving issues, and addressing concerns in a professional and timely manner. The role involves answering inbound calls, making outbound calls, and working to achieve customer satisfaction while meeting company standards.
Key Responsibilities:
- Maintain up-to-date knowledge of company products and services to effectively communicate and inform customers about new features and functionalities.
- Follow company policies and procedures, including adherence to call scripts, quality standards, and performance targets.
- Handle inbound and outbound calls in a timely and professional manner.
- Provide customers with accurate information regarding products, services, billing, and account inquiries via phone, email, or chat.
- Identify customer issues, concerns, or complaints, and resolve them efficiently.
- Manage and de-escalate complaints while maintaining a positive relationship with the customer.
- Escalate issues to the appropriate department when necessary and make sure the customer gets satisfactory response.
- Document all calls and interactions for record-keeping and report any irregularities or trends to the Call Center Supervisor.
- Providing insights from customer interactions and identifying recurring issues or FAQs with the objective of enhancing the services
- Propose improvements to this effect
- Do any other functions as instructed by the supervisor
Why Join Us:
- At YaYa Wallet, we offer a dynamic and inclusive work environment where you can make a real impact and contribute to the future of FinTech. You’ll be able to work alongside talented professionals, grow your skills and expertise, and drive meaningful change in the industry. Plus, we offer competitive benefits packages, and professional development opportunities.
- Join us on our mission to redefine FinTech and empower individuals and businesses to achieve financial success. Apply today to become a part of our team.
Salary: Competitive and commensurate with experience
Location: Addis Ababa
Deadline: October 7, 2024
How To Apply:
Please kindly apply with the below link: