Experience
Junior Level(1-3 years)
Salary
Not specified
Posted
about 4 hours ago
Deadline
in about 1 month
Job Description
VIRTUAL EQUB PLC is a financial institute established in 2010 E.C to revolutionize the traditional operation of EQUB by introducing a technology solution to create accessibility and opportunity.
Over the past 9 years, VIRTUAL EQUB PLC has helped thousands of individuals and businesses to access financial resources to ensure their growth and business sustainability. Our company is pushing even for more digital financial solutions customized to our customers' needs.
VIRTUAL EQUB PLC would like to recruit potential candidates for the position of Call Center Operator. Therefore, qualified applicants who can perform the following responsibilities and satisfy mentioned roles are welcome to apply:
ROLE OVERVIEW
Are you an empathetic, patient, and articulate communicator who loves helping people navigate modern digital tools?
Virtual Equb PLC is seeking dynamic Call Center Operators to serve as the primary voice of our company. In this essential role, you will be on the front lines of user engagement—assisting customers with app navigation, answering account inquiries, resolving technical issues, and ensuring every user experiences exceptional service.
KEY RESPONSIBILITIES & DUTIES
- Inbound Call Handling & User Support
- Handle inbound phone calls, chat queries, and email inquiries from users regarding account registration, mobile app navigation, Equb group rules, and payment transactions.
- Provide clear, step-by-step guidance to users with high professional courtesy, patience, and clarity.
- Issue Resolution & Escalation Management
- Identify, troubleshoot, and diagnose technical or transaction-related issues reported by users.
- Escalate unresolved complex technical bugs, compliance flags, or payment discrepancies to the IT, Operations, or Finance teams while maintaining communication with the user.
- Record Keeping & Quality Feedback
- Accurately log all customer interactions, tickets, and resolution steps in the CRM database.
Share recurring user feedback, feature requests, and operational bottlenecks with management to help continuously improve the Virtual Equb platform.
Requirements
REQUIRED COMPETENCIES & SKILLS
- Communication Mastery: Exceptional verbal communication, active listening, and phone etiquette.
- Customer-Centric Mindset: Strong emotional intelligence, calmness under pressure, and genuine empathy when addressing user frustrations.
- Tech-Savvy & Adaptable: Fast learner with the ability to quickly master mobile app features, backend dashboards, and CRM tools.
- Problem-Solving Skills: Logical thinking to diagnose user issues step-by-step over the phone.
QUALIFICATIONS & EXPERIENCE
- Education: BA Degree or Diploma in Customer Service, Communications, Business Administration, Marketing, IT, or a related field.
- Professional Experience: Minimum of 1 to 2 years of proven experience in call center operations, customer support, or frontline service.
- Industry Background: Prior experience in FinTech, Banking, Telecom, Mobile Money, or E-Commerce call centers is a strong advantage.
Language Skills: Fluency in written and spoken Amharic and English. Proficiency in additional local Ethiopian languages (e.g., Afaan Oromo, Tigrinya) is a distinct advantage.
Required Skills
Level
Junior Level(1-3 years)
Location
Addis Ababa
How to Apply
Interested and qualified candidates are invited to submit their application package—including an updated CV/Resume and a Cover Letter—to:
Virtual Equb PLC
Recruitment Portal: hrvirtualequb39@gmail.com
Email Subject Line: Application: Call Center Operator – [Your Full Name]