Telecaller – Ethiopia

Job Description – Amharic & English Telecaller

Job Title: Telecaller – Ethiopia
Location: Addis Ababa, Ethiopia
Employment Type: Full-Time
Department: Sales / Customer Support
Reporting To: Sales / Business Head

Position Overview

We are looking for an energetic and customer-focused Telecaller who is fluent in Amharic and English to support our Ethiopia operations.

The candidate will be responsible for making and receiving calls, generating and following up on customer leads, explaining our products and services, collecting customer information, and coordinating with the sales/dealer team for further action.

The ideal candidate should have excellent communication skills, a pleasant telephone manner and the ability to speak confidently with customers in Amharic and English.

Key Responsibilities

Outbound Calling

• Make daily outbound calls to prospective and existing customers.
• Contact leads generated through social media, advertisements, website enquiries and other sources.
• Introduce company products and services to potential customers.
• Understand customer requirements and provide relevant information.
• Generate interest and arrange appointments or showroom/dealer visits.
• Follow up regularly with interested customers until conversion or closure.

Inbound Customer Calls

• Receive customer enquiries professionally.
• Understand customer requirements, questions and concerns.
• Provide basic information about products, pricing, availability, financing and dealership locations.
• Forward technical or complex enquiries to the relevant department.
• Ensure every customer receives a timely response.

Lead Management

• Maintain an updated database of all leads and customer enquiries.
• Record customer name, telephone number, location, product interest and enquiry status.
• Categorize leads as Hot / Warm / Cold.
• Ensure no customer enquiry remains unattended.
• Follow up on leads according to the company's prescribed schedule.

Sales Coordination

• Coordinate qualified leads with the Sales Team / Dealer.
• Arrange customer appointments and showroom visits.
• Follow up with sales personnel regarding the status of customer leads.
• Collect feedback on converted and lost leads.
• Support the sales team in improving lead conversion.

Customer Feedback

• Conduct customer satisfaction calls.
• Contact existing customers for feedback regarding products and services.
• Conduct follow-up calls after vehicle purchase/delivery.
• Identify customer complaints and escalate them to the appropriate department.
• Maintain professional relationships with customers.

Data & Reporting

• Update all calls and customer interactions in Excel or the company's designated system.
• Prepare daily calling reports.
• Submit daily/weekly reports to the reporting manager.