VitaBirr Financial Services S.C. is a regulated Ethiopian fintech company licensed by the National Bank of Ethiopia as a Payment Instrument Issuer (PII). VitaBirr provides digital financial services that enable customers to conveniently access Digital Mobile Money Services through its digital platforms. VitaBirr is committed to delivering secure, accessible, reliable, and customer-focused financial services while contributing to the growth of Ethiopia’s digital financial ecosystem.
The Call Center Agent will be responsible for providing professional and timely customer support to VitaBirr customers through inbound and outbound calls and other approved communication channels. The role will support customers with digital financial transactions, account-related inquiries, KYC updates and verification, complaints and disputes, and basic technical issues while ensuring compliance with VitaBirr's operational procedures, customer protection requirements, and data confidentiality standards.
Handle inbound and outbound customer calls professionally and courteously.
Advertisement
Provide accurate information and guidance on VitaBirr products, services, fees, transaction processes, and applicable policies.
Assist customers with digital transaction-related issues, including transfers, cash withdrawal, airtime, bill payments, merchant payments, and other VitaBirr services.
Receive, register, categorize, and follow up on customer complaints, transaction disputes, and service-related cases in accordance with approved procedures.
Conduct or support KYC updates and customer verification in accordance with VitaBirr's approved KYC and customer identification procedures.
Verify customer information before providing account-specific or transaction-related information, while maintaining strict customer data confidentiality and privacy.
Assist customers with basic issues related to the VitaBirr mobile application, USSD services, wallet access, PIN-related matters, and other digital channels.
Identify and appropriately escalate suspicious transactions, potential fraud, unauthorized transactions, or other unusual customer activities to the responsible department.
Identify and report system errors, failed transactions, service interruptions, and recurring technical issues to the Operations or IT team.
Ensure customer cases are properly documented and all relevant information is accurately recorded in the CRM or designated system.
Follow up on outstanding customer cases and ensure proper closure or handover within the applicable service timelines.
Escalate complex, sensitive, or unresolved issues to the appropriate supervisor or department.
Maintain up-to-date knowledge of VitaBirr products, services, operational procedures, fees, KYC requirements, and customer support processes.
Follow approved call scripts, SOPs, escalation procedures, and customer service standards.
Maintain a professional, respectful, and customer-focused attitude in all interactions.
Meet established contact center performance indicators, including response time, case resolution, quality of service, accuracy, and customer satisfaction.
Participate in training, coaching, and continuous professional development activities.
Perform other customer support and operational duties assigned by the supervisor or management.
Bachelor’s degree or diploma in Business Administration, Management, Marketing, Accounting, Economics, Information Technology, or a related field.
Previous experience in a call center, customer service, banking, fintech, digital financial services, or telecommunications environment is an advantage.
Experience handling customer complaints, transaction issues, or digital financial service inquiries is an added advantage.
Good understanding of mobile applications, digital payments, and basic technology.
Strong communication and interpersonal skills.
Good problem-solving and customer-handling skills.
Ability to work under pressure and handle difficult customer interactions professionally.
Good attention to detail, particularly when handling customer and transaction information.
Good computer literacy and ability to work with CRM and other digital systems.
Fluency in Amharic, Oromiffa and English is required; knowledge of additional Ethiopian languages is an advantage.
Interested and qualified candidates are invited to submit their updated CV through Ethiojobs or via email at careers@vitabirr.com.
Only shortlisted candidates will be contacted for the next stage of the recruitment process.
