Job Opportunity: Trainee Complaint & Customer Handling Officer position available at OVID Real Estate in Addis Ababa. Customer Service jobs in Ethiopia are in high demand. Apply now through GeezJobs - Ethiopia's leading job portal.

Job Summary:

The Trainee Compliance Officer is responsible for receiving, recording, and following up on all customer complaints and service-related issues at OVID Real Estate. The officer ensures that every customer concern is handled promptly, fairly, and in alignment with company standards. This position plays a vital role in maintaining accurate documentation, tracking case progress, and contributing to the continuous improvement of customer satisfaction.

Duties & Responsibilities

Customer Complaint Management 

• Serve as the first point of contact for customers who raise complaints or service-related issues. 

• Record and classify customer complaints accurately in the department’s complaint management system. 

• Conduct initial assessments to understand the issue, identify root causes, and coordinate with relevant departments for resolution. 

• Follow up on open customer cases until proper resolution and closure. 

• Ensure all responses to customers are professional, courteous, and aligned with OVID Real Estate’s communication standards. • Support the development of a fair, transparent, and responsive complaint-handling process.

Customer Complaint Management 

• Serve as the first point of contact for customers who raise complaints or service-related issues. 

• Record and classify customer complaints accurately in the department’s complaint management system. 

• Conduct initial assessments to understand the issue, identify root causes, and coordinate with relevant departments for resolution. 

• Follow up on open customer cases until proper resolution and closure. 

• Ensure all responses to customers are professional, courteous, and aligned with OVID Real Estate’s communication standards. 

• Support the development of a fair, transparent, and responsive complaint-handling process.

Customer Satisfaction & Relationship Management 

• Work proactively to enhance customer satisfaction through consistent and respectful communication. 

• Monitor the progress of customer cases and ensure commitments are met as promised. 

• Participate in surveys, data collection, and service evaluations to measure customer satisfaction levels. 

• Support the implementation of customer experience improvement initiatives. 

• Collaborate with the Senior Team Leader and Continuous Improvement Unit to identify trends and recommend service improvements.

Documentation & Case Follow-up 

• Maintain detailed and well-organized records for each customer case file. 

• Ensure all communication, documents, and decisions are properly filed and traceable. 

• Keep the customer tracking database up-to-date with current case status, resolutions, and feedback. 

• Prepare weekly and monthly reports summarizing case outcomes, trends, and key issues for management review. 

• Support audit and review processes by providing accurate and complete documentation.

Customer Data Collection & Analysis 

• Collect, categorize, and compile data on customer feedback, service quality, and complaint frequency. 

• Assist in preparing summary dashboards or reports for the Data Analytics & Insights Unit. 

• Identify repetitive complaints or systemic service issues and recommend corrective actions. 

• Maintain confidentiality and integrity of all customer-related data.

Coordination & Communication 

• Collaborate closely with the Senior Team Leader to ensure consistency in case handling and reporting. 

• Liaise with the relevant departments (sales, engineering, finance, etc.) to gather information necessary for case resolution. 

• Participate in regular departmental briefings to share lessons learned and best practices. 

• Ensure the company’s values of transparency, professionalism, and respect are demonstrated in all customer interactions.

Required Qualifications

Education: 

• Bachelor’s Degree in Business Administration, Construction Management, Marketing Management, or a related field. 

Core Competencies 

•  Excellent verbal and written communication skills. 
•  Strong customer service orientation and problem-solving ability. 
•  High attention to detail and strong documentation discipline. 
• Ability to manage sensitive and confidential information. 
• Teamwork and coordination skills across multiple departments. 
• Good analytical and reporting ability. 
• Proficient in Microsoft Office and customer management software. 
• Professional demeanor, patience, and empathy when dealing with customers.

How To Apply

Interested and Qualified applicant can send application & CV through email to: recruit@ovid-realestates.com