About This Role
This is a front-desk, customer-facing role at OREM PLC, an Addis Ababa-based company operating in a multi-sector environment spanning finance, IT, and sales. The position sits at the intersection of customer relations and documentation—you are effectively the company's face and its first line of contract administration. It suits someone who is comfortable handling both people and paperwork in a busy office setting, and who can represent the company professionally at the 22 Mazoria location.
What the Requirements Say About This Role
The profile being sought is someone who can be trusted with contract-related documentation while simultaneously managing walk-in customers—a combination that signals the employer values accuracy and discretion as much as interpersonal warmth. The junior-level framing with 1–3 years suggests they want someone with enough prior office exposure to hit the ground running, but not so senior that they expect to reshape the role. The multi-sector nature of the company implies the officer will need to absorb information about several product or service lines, so adaptability and quick learning matter more than deep specialization.
How to Approach This Application
Emphasize any experience you have with customer-facing documentation—handling forms, agreements, or records in a previous role—since contract facilitation appears central to this position. Highlight your ability to communicate clearly in both Amharic and English, and mention any experience working at a reception desk, service counter, or in a similar high-traffic office environment. The employer likely prioritizes reliability and professionalism over technical skills, so concrete examples of handling customer queries accurately under pressure will carry more weight than a long list of certifications.
Who This Role Suits
Best suited for early-career professionals with office or service experience who want a stable, people-oriented role inside a diversified company. Competition is likely moderate—customer service roles in Addis attract many applicants, but the contract-handling element narrows the field to those with demonstrable office competence.
Company: OREM PLC
Job Title: Customer Service Officer
Department: Customer Service
Work Location: Addis Ababa, 22 Mazoria
Employment Type: Full-Time
We are looking for a customer-focused, professional, and responsible individual to join our team as a Customer Service Officer.
1. Key Duties and Responsibilities
The successful candidate will be responsible for the following duties:
1. Customer Information and Assistance: Welcome customers visiting the office and provide accurate, clear, and timely information about the company’s services, products, procedures, and requirements.
2. Contract Preparation and Signing: Guide customers through the contract-signing process, ensure that all required documents and information are complete, and facilitate the signing of agreements in accordance with company procedures.
3. Customer Registration and Onboarding: Assist new customers with registration, explain membership requirements, and ensure that all necessary preconditions are fulfilled before enrollment.
4. Customer Education: Explain how the mobile application works, including membership procedures, contribution payments, cycles, payout processes, and applicable terms and conditions.
5. Customer Inquiry Management: Respond professionally to customer questions, concerns, and requests, providing appropriate solutions or referring complex cases to the relevant department.
6. Complaint Handling: Receive, document, follow up on, and help resolve customer complaints promptly and professionally.
7. Document Management: Maintain accurate customer records, signed contracts, registration documents, and other relevant files while ensuring confidentiality and proper handling of customer information.
8. Follow-Up and Communication: Follow up with customers regarding incomplete documentation, registration processes, contract requirements, and other outstanding matters.
9. Digital Service Support: Help customers understand and use the mobile application and report technical issues to the appropriate team when necessary.
10. Customer Relationship Management: Build and maintain positive relationships with customers, promote customer satisfaction, and contribute to customer retention and trust.
11. Reporting: Maintain daily records of customer visits, inquiries, registrations, signed contracts, complaints, and other relevant activities, and submit reports to the immediate supervisor.
12. Compliance and Professional Conduct: Follow company policies, customer service standards, data protection requirements, and all applicable legal and regulatory procedures.
13. Other Duties: Perform other relevant duties assigned by the immediate supervisor in line with the position.
Education: Diploma or Bachelor’s degree in Business Administration, Management, Marketing, Accounting, Banking and Finance, Information Technology, or a related field.
Experience: Previous experience in customer service, front-office operations, sales, client relations, or administrative work is an advantage. Fresh graduates with strong communication and customer-handling skills may also apply.
Communication Skills: Excellent verbal and written communication skills in Amharic and English.
Customer Service Skills: Strong interpersonal skills and the ability to deal with customers politely, patiently, and professionally.
Digital Literacy: Ability to learn and explain mobile applications and digital service procedures to customers.
Problem-Solving: Good judgment and the ability to identify customer needs, resolve routine issues, and escalate complex cases appropriately.
Integrity and Confidentiality: High ethical standards, honesty, reliability, and the ability to protect confidential customer information.
Attention to Detail: Ability to verify customer information, check required documents, and follow established procedures accurately.
Teamwork: Ability to work effectively with colleagues across different departments.
3. Preferred Competencies
The following will be considered additional advantages:
- Experience working in a fintech company, digital financial services, banking, microfinance, or a membership-based service organization.
- Experience handling customer contracts, onboarding procedures, and complaint resolution.
- Knowledge of customer relationship management (CRM) systems.
- A customer-oriented mindset with the ability to work under pressure and manage multiple tasks.
4. Key Personal Attributes
The ideal candidate should be:
- Friendly, approachable, and service-oriented.
- Honest, disciplined, and dependable.
- Patient, respectful, and solution-focused.
- Organized and attentive to detail.
- Proactive and willing to learn.
- Professional in appearance, communication, and conduct.
How To Apply
Interested and qualified applicants are invited to submit their updated CV, educational credentials, and other relevant supporting documents through the following channel:
Application Email: oremtradingplc@gmail.com or towelidomer@gmail.com
Application Deadline: Within 15 calendar days from the date of publication of this vacancy announcement.
Contact Information: 0911-16 72 27 or 0992-33 33 16
Please use “Customer Service Officer Application” as the subject of your email.
Only shortlisted candidates will be contacted for further assessment.
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Customer Service Officer
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