Department    Sales & Marketing 

Reports To    Sales Director & Marketing Director
Job Purpose

The Customer Call Center Officer is responsible for managing inbound and outbound customer communications, handling inquiries, supporting sales activities, processing customer orders, resolving complaints, and ensuring high-quality customer experience while representing Romel General Trading PLC professionally on the way that supports the company’s commercial growth and customer retention.

Key Duties and Responsibilities

• Receive and respond promptly to customer calls, inquiries, and service requests. 

• Provide accurate information regarding products, prices, availability, delivery status, and company services. 

• Handle customer complaints professionally and ensure timely resolution or escalation. 

• Maintain high standards of customer care and service quality. 

• Receive and record customer orders accurately and coordinate with relevant departments for fulfillment. 

• Follow up quotations, pending orders, and customer requests. 

• Support outbound calls for sales follow-up, lead generation, and customer retention.

• Assist in promoting products and informing customers about offers or new products.

• Register and track customer complaints through closure.  

• Coordinate with sales, warehouse, transport, and finance teams to resolve customer issues. 

• Escalate critical complaints to the supervisor when required. 

• Follow up to ensure customer satisfaction after resolution. 

• Build and maintain positive relationships with customers. 

• Conduct customer follow-up calls and service feedback checks and customer satisfaction.

• Support retention of key customers through proactive service. 

• Maintain accurate records of calls, inquiries, orders, complaints, and resolutions. 

• Update customer database and call logs regularly. 

• Prepare daily, weekly, and monthly activity reports.

• Support customer data management and CRM records. 

Job Requirements

Qualifications

• BA/Diploma in Marketing, Management, Business Administration, Communication, or related field. 

Experience

• A minimum of 2 years’ relevant experience in customer service, call center operations, telesales, or customer support. 

• Experience in trading, distribution, or commercial operations is preferred. 

Required Competencies

• Strong customer service orientation 

• Excellent verbal communication skills 

• Complaint handling and problem-solving ability 

• Telephone and call handling etiquette 

• Basic sales support and negotiation skills 

• Data entry and reporting skills 

• Good command of MS Office applications 

• Familiarity with CRM systems is an advantage 

• Strong interpersonal and teamwork skills 

• Good Amharic and English communication skills (additional local languages are a plus) 

How To Apply

Interested and qualified candidates should submit their CV, cover letter, and relevant credentials to: hr@romel.et 

Subject line: Application – Name and Job Title 

Only shortlisted candidates will be contacted.   

ROMEL General Trading PLC is an equal opportunity employer.

For enquiries: Tel: 0930078032 | 

Address: ROMEL General Trading PLC, Addis Ababa, Ethiopia

Job Requirements The role requires a Bachelor's/Diploma in Marketing, Management, Business Administration, Communication, or a related field. Candidates should have a minimum of 2 years of relevant experience in customer service, call center operations, telesales, or customer support. Experience in trading, distribution, or commercial operations is preferred. Strong communication, interpersonal, and customer engagement skills are essential. How to Apply Submit your non-returnable application and CV along with supporting documents in Via email Submit your non-returnable application and CV along with supporting documents in Via email vacancy@hundeeoromoo.org. For enquiries: Tel: 0930078032