Job Description

Customer Service Officer

Company: Ethiopian Airlines Group

Location: Addis Ababa, Ethiopia

Job Type: Full-Time

Department: Customer Experience & Passenger Services

Experience Required: 2–5 Years

Salary: ETB 28,000 – ETB 55,000 per month (depending on qualifications and experience)

Reports To: Customer Service Supervisor

Application Deadline: Open Until Filled

About the Company

Ethiopian Airlines Group is Africa’s largest airline and one of the fastest-growing aviation organizations globally. The company serves passengers across multiple continents while maintaining high standards of customer experience, operational excellence, and service delivery.

This opportunity is suitable for candidates seeking Customer Service jobs in Ethiopia, Airport jobs in Addis Ababa, and Customer Support Officer jobs in Ethiopia.

Job seekers looking for additional vacancies across Ethiopia may explore: Jobs in Ethiopia

Position Summary

The Customer Service Officer will serve as the primary point of contact for customers, passengers, and business partners. The role involves handling inquiries, resolving complaints, coordinating service requests, maintaining customer records, and ensuring a positive customer experience throughout service interactions.

This position is ideal for professionals searching for jobs in Ethiopia, Customer Care jobs in Addis Ababa, and Front Office jobs in Ethiopia.

Key Duties and Responsibilities

• Provide professional assistance to customers through face-to-face, telephone, and digital channels.
• Handle customer inquiries, service requests, and complaints efficiently.
• Maintain accurate customer records and service documentation.
• Coordinate with operational departments to resolve service-related issues.
• Monitor customer satisfaction levels and recommend service improvements.
• Process service requests in compliance with company procedures.
• Support passenger and client communication activities.
• Escalate complex cases to management when necessary.
• Prepare customer service reports and performance metrics.
• Ensure compliance with quality assurance standards.
• Support loyalty program and customer retention initiatives.
• Participate in customer engagement campaigns.
• Maintain confidentiality of customer information.
• Contribute to continuous improvement of customer experience processes.

Education Requirements

• Bachelor’s Degree in Business Administration, Marketing, Management, Public Relations, Hospitality Management, or related field.
• Additional customer service certifications are advantageous.

Experience Requirements

• Minimum 2 years of customer service or client relations experience.
• Experience in aviation, hospitality, telecommunications, banking, or retail sectors is preferred.
• Strong communication and problem-solving skills.
• Experience using CRM systems is an advantage.

Professionals interested in Customer Relations jobs in Ethiopia and Service Delivery jobs in Addis Ababa are encouraged to apply.

Required Skills and Competencies

• Customer Relationship Management
• Complaint Resolution
• Communication Skills
• Client Support
• Service Excellence
• Problem Solving
• Conflict Management
• CRM Systems
• Time Management
• Team Collaboration
• Data Entry
• Customer Retention
• Quality Assurance
• Report Writing
• Microsoft Office Applications

For candidates interested in regional employment opportunities, additional openings can be found at: Jobs in Nigeria

Training and Professional Development

Successful candidates will receive:

• Customer Experience Excellence Training.
• CRM Software Training.
• Communication and Negotiation Workshops.
• Service Recovery and Complaint Handling Programs.
• Leadership Development Opportunities.
• Digital Customer Support Certification.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score.
• Complaint Resolution Time.
• Service Quality Ratings.
• Customer Retention Performance.
• Response Time Compliance.
• Accuracy of Customer Records.
• Team Service Performance.

Candidates searching for Customer Support jobs in Ethiopia, Customer Service vacancies in Addis Ababa, Call Center jobs in Ethiopia, and Client Services jobs in Ethiopia will find this position highly rewarding.

Compensation and Benefits

• Competitive monthly salary.
• Annual performance bonus.
• Medical insurance.
• Pension contributions.
• Transportation support.
• Staff travel benefits.
• Paid annual leave.
• Career advancement opportunities.
• Professional development sponsorship.

Professionals seeking jobs in Addis Ababa, Customer Experience jobs in Ethiopia, Administrative jobs in Ethiopia, Business Support jobs in Ethiopia, Receptionist jobs in Addis Ababa, Office jobs in Ethiopia, Customer Success jobs in Ethiopia, and Client Relationship jobs in Ethiopia may also explore :Jobs in Kenya

Why Join Ethiopian Airlines Group?

• Work with Africa’s leading aviation brand.
• Gain exposure to international customer service standards.
• Access continuous learning and development opportunities.
• Build a long-term career within a globally recognized organization.
• Contribute to delivering world-class passenger experiences.

Additional East African career opportunities are available through: Jobs in Uganda

Application Requirements

Interested applicants should submit:

• Updated CV/Resume.
• Cover Letter.
• Academic Certificates.
• Relevant Training Certificates.
• National Identification Document.
• Three Professional References.

Only shortlisted candidates will be contacted.

Ethiopian Airlines Group is an equal opportunity employer committed to diversity, professionalism, and exceptional customer service excellence.