Job Opportunity: Customer Service Supervisor position available at Wagwago Trading PLC in Bole, Addis Ababa. Customer Service, Logistics, Transport and Supply Chain jobs in Ethiopia are in high demand. Apply now through GeezJobs - Ethiopia's leading job portal.

• Supervise daily customer service operations for shippers and carriers.
• Ensure timely handling and resolution of customer inquiries and complaints.
• Lead and coach customer service officers and call center staff.
• Prepare staff schedules and monitor team performance.
• Handle escalated complaints and coordinate resolution with internal teams.
• Monitor service quality and customer service KPIs.
• Prepare periodic performance reports and maintain service records.

Key Performance Indicators (KPIs)

• Customer satisfaction score (CSAT)
• Average response and resolution time
• Complaints resolved within SLA
• First contact resolution rate
• Customer complaint recurrence rate

Qualifications & Experience

• Bachelor’s degree in LSCM, Business Administration, Management, Marketing, or related field.
• Minimum of four (4) years’ experience in customer service or call center operations.
• At least one (1) year in a supervisory or team-lead role.
• Experience in logistics or digital platforms is an advantage.

Required Competencies

• Strong leadership and people management skills
• Excellent communication and interpersonal skills
• Strong problem-solving and conflict resolution ability
• Customer-focused mindset
• Ability to work under pressure

How To Apply

Interested applicants who meet the above requirements are invited to submit their application letter, CV, and relevant supporting documents through the google form link: https://forms.gle/8jxY15vdCdKrJG6Z7