Rope Technology PLC is a leading company that is committed to providing exceptional customer service through the utilization of advanced technology and dedicated professionals. As part of its growth and expansion, the company is seeking fresh graduates who are passionate about delivering top-tier service to join its team. The Contact Center Representative role is a key position in the company, designed to ensure that customers receive outstanding support through clear communication, empathy, and problem-solving abilities. If you are looking to begin your career in customer service and have a drive to make a difference, this opportunity is perfect for you.
The Contact Center Representative will play a pivotal role in handling customer inquiries, troubleshooting issues, and providing solutions that exceed expectations. The role demands a high level of empathy, professionalism, and technical proficiency, as you will be the primary point of contact for customers experiencing various challenges. The ideal candidate should be ready to manage inbound and outbound calls with ease while delivering exceptional service that leaves a positive impression on the customer. The role requires someone who thrives in a fast-paced environment, is skilled in multitasking, and has a genuine interest in solving problems to enhance customer satisfaction.
This is a dynamic role that will involve engaging with customers via phone, chat, or email, addressing their concerns, and ensuring that every interaction is handled with patience and understanding. Rope Technology PLC offers a hybrid work environment, where employees may work from home on certain days, providing flexibility and promoting a healthy work-life balance. The company is seeking candidates who are based in or near Addis Ababa, particularly in the areas of Goro, Koye Feche, Tuludimtu, Summit, Bole, or those located close to ICT Park. Interested candidates should be prepared for shift work, including evenings and weekends, as required. The deadline for applications is February 13, 2025, and applicants are encouraged to apply promptly.
Job Responsibilities: Contact Center Representative
The Contact Center Representative at Rope Technology PLC will be responsible for managing both inbound and outbound calls with professionalism and empathy. This includes providing exceptional customer support by listening actively to customers, identifying their needs, and delivering solutions that address their concerns. The representative will also be responsible for troubleshooting complex issues, resolving complaints, and ensuring that customers feel heard and valued throughout each interaction.
In addition to resolving customer issues, the Contact Center Representative will also be tasked with upselling and cross-selling relevant products or services, when applicable. This requires staying up-to-date on product knowledge to effectively communicate the features and benefits of different offerings. The role involves documenting each customer interaction, including feedback and resolutions, for reporting and tracking purposes. Additionally, representatives will be required to follow escalation procedures, ensuring that unresolved issues are handled by higher-level support in a timely manner.
The Contact Center Representative will need to adhere to company policies, procedures, and compliance guidelines to ensure that all interactions are handled ethically and professionally. The role may involve working with CRM systems, call center software, and utilizing various communication tools to ensure smooth and efficient service delivery. Attention to detail and the ability to manage multiple tasks simultaneously will be essential for success in this role.
Key Skills and Qualifications
The ideal candidate for the Contact Center Representative position at Rope Technology PLC should possess a Bachelor’s degree in any field, with a preference for candidates who have strong communication skills in both written and spoken English. Fluency in Tigrigna is considered a valuable asset, as it would allow for better communication with a broader customer base. Strong analytical and problem-solving skills are essential for effectively handling customer concerns, while patience and compassion are necessary to ensure positive customer interactions, especially in high-pressure situations.
In addition to communication and problem-solving abilities, the ideal candidate should have a customer-centric approach, with a passion for delivering excellent service. The role requires individuals who can manage multiple customer interactions at once, so excellent multitasking and organizational skills are a must. Technical proficiency is also a key component, as candidates should be comfortable working with CRM systems, call center software, and troubleshooting via various channels. A good level of computer literacy, including typing skills, is essential to manage and document interactions efficiently.
Work Environment and Location
The Contact Center Representative position is based in Addis Ababa, with a preference for candidates who live near key locations such as Goro, Koye Feche, Tuludimtu, Summit, Bole, and those close to ICT Park. The position offers a hybrid work environment, allowing employees to work remotely on designated days, as long as they have a reliable internet connection, a computer, and headphones to support remote work. The hybrid nature of the role promotes flexibility and work-life balance, which is an important consideration for many job seekers today.
Candidates should be prepared for shift work, including evenings and weekends, depending on the demands of the customer service operations. The role requires adaptability, as it may involve varying shifts to ensure that customers receive the support they need around the clock. The company’s commitment to providing a balanced work environment, along with its dedication to excellent customer service, makes Rope Technology PLC an ideal place for motivated individuals looking to grow their careers in customer support.
How to Apply
Interested and qualified applicants are invited to submit their applications via email to [email protected]. The application should include a detailed CV, cover letter, and any other relevant documents that demonstrate your qualifications for the Contact Center Representative role. The deadline for applications is February 13, 2025. Please ensure that all applications are submitted before this date to be considered for the position.
For further information or inquiries about the position, applicants can also contact Rope Technology PLC at the provided email address. This is a great opportunity for fresh graduates who are eager to start a rewarding career in customer service with a company that values professionalism, empathy, and customer satisfaction.
Apply today to join the Rope Technology PLC team and make a meaningful impact in the customer service industry!