2 Call Center Officer
2025-07-02T13:09:57+00:00
ASA International
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https://www.asa-international.com
FULL_TIME
Kigali
Kigali
00000
Rwanda
Nonprofit, and NGO
Customer Service
2025-07-10T17:00:00+00:00
Rwanda
8
Function summary
The Call Center Officer serves as the first point of contact for customers contacting the ASA International (Rwanda) Plc via phone. He/she is responsible for handling inbound and outbound calls, providing accurate information, resolving issues, and ensuring customer satisfaction in accordance with company policies and regulatory guidelines. He/she involves delivering effective solutions using a thorough understanding of company products, services, and policies.
Duties and Responsibilities
Customer Interaction:
- Answer incoming calls promptly and professionally while maintaining a courteous and professional tone
- Handling inbound and outbound customer calls, addressing queries, complaints, and requests
- Respond to customer inquiries regarding products, services, accounts, and transactions.
- Handle and resolve complaints or escalate to the appropriate department.
- Ensure customers have the information and assistance they need and maintain the company’s positive reputation
Information Handling:
- Accurately record customer interactions in the Customer Relationship Management (CRM) or call tracking book and follow up as needed
- Maintain up-to-date knowledge of all ASA International (Rwanda) Plc’s products and services.
Service Excellence:
- Ensure first-call resolution where possible.
- Uphold the company’s service quality standards.
- Educate customers on digital banking tools (mobile app, internet banking).
Compliance and Risk:
- Adhere to all regulatory and operational guidelines.
- Maintain customer confidentiality and data protection standards.
- Report suspicious or fraudulent activities in line with company policy.
Collaboration:
- Coordinate with internal departments (e.g., operations, IT) for issue resolution.
- Support marketing and sales campaigns through outbound calling when required.
Education
Bachelor’s degree in Business Administration, Communication, Finance, Marketing, or related field.
Requirements – Skills, Knowledge, Abilities – for Call Center Officer
- Being Rwandan by nationality;
- 1-3 years of experience in customer service or call center service, preferably in a banking or financial institution.
- Excellent verbal and written communication skills
- Strong listening and interpersonal abilities
- Proficient in basic computer applications and call center systems (e.g., CRM software)
- Ability to remain calm under pressure and handle high call volumes
- Problem-solving mindset with attention to detail
- Flexibility to work in shifts, including weekends and holidays if required
- Capability to work under pressure, meet deadlines, and complete tasks efficiently.
Salary & Benefits:
- Market conforms salary and employment conditions.
- In-house Medical Insurance covering him/her and legal dependents as company policy
- Communication allowances as per company policy
- Monitoring allowance as per company policy
- Annual Salary Increment as per company policy depending on company profit
- Festival Allowance as per company policy
Customer Interaction: Answer incoming calls promptly and professionally while maintaining a courteous and professional tone Handling inbound and outbound customer calls, addressing queries, complaints, and requests Respond to customer inquiries regarding products, services, accounts, and transactions. Handle and resolve complaints or escalate to the appropriate department. Ensure customers have the information and assistance they need and maintain the company’s positive reputation Information Handling: Accurately record customer interactions in the Customer Relationship Management (CRM) or call tracking book and follow up as needed Maintain up-to-date knowledge of all ASA International (Rwanda) Plc’s products and services. Service Excellence: Ensure first-call resolution where possible. Uphold the company’s service quality standards. Educate customers on digital banking tools (mobile app, internet banking). Compliance and Risk: Adhere to all regulatory and operational guidelines. Maintain customer confidentiality and data protection standards. Report suspicious or fraudulent activities in line with company policy. Collaboration: Coordinate with internal departments (e.g., operations, IT) for issue resolution. Support marketing and sales campaigns through outbound calling when required
Bachelor’s degree in Business Administration, Communication, Finance, Marketing, or related field. Requirements – Skills, Knowledge, Abilities – for Call Center Officer Being Rwandan by nationality; 1-3 years of experience in customer service or call center service, preferably in a banking or financial institution. Excellent verbal and written communication skills Strong listening and interpersonal abilities Proficient in basic computer applications and call center systems (e.g., CRM software) Ability to remain calm under pressure and handle high call volumes Problem-solving mindset with attention to detail Flexibility to work in shifts, including weekends and holidays if required Capability to work under pressure, meet deadlines, and complete tasks efficiently.
JOB-68652fa595598
Vacancy title:
2 Call Center Officer
[Type: FULL_TIME, Industry: Nonprofit, and NGO, Category: Customer Service]
Jobs at:
ASA International
Deadline of this Job:
Thursday, July 10 2025
Duty Station:
Kigali | Kigali | Rwanda
Summary
Date Posted: Wednesday, July 2 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Function summary
The Call Center Officer serves as the first point of contact for customers contacting the ASA International (Rwanda) Plc via phone. He/she is responsible for handling inbound and outbound calls, providing accurate information, resolving issues, and ensuring customer satisfaction in accordance with company policies and regulatory guidelines. He/she involves delivering effective solutions using a thorough understanding of company products, services, and policies.
Duties and Responsibilities
Customer Interaction:
- Answer incoming calls promptly and professionally while maintaining a courteous and professional tone
- Handling inbound and outbound customer calls, addressing queries, complaints, and requests
- Respond to customer inquiries regarding products, services, accounts, and transactions.
- Handle and resolve complaints or escalate to the appropriate department.
- Ensure customers have the information and assistance they need and maintain the company’s positive reputation
Information Handling:
- Accurately record customer interactions in the Customer Relationship Management (CRM) or call tracking book and follow up as needed
- Maintain up-to-date knowledge of all ASA International (Rwanda) Plc’s products and services.
Service Excellence:
- Ensure first-call resolution where possible.
- Uphold the company’s service quality standards.
- Educate customers on digital banking tools (mobile app, internet banking).
Compliance and Risk:
- Adhere to all regulatory and operational guidelines.
- Maintain customer confidentiality and data protection standards.
- Report suspicious or fraudulent activities in line with company policy.
Collaboration:
- Coordinate with internal departments (e.g., operations, IT) for issue resolution.
- Support marketing and sales campaigns through outbound calling when required.
Education
Bachelor’s degree in Business Administration, Communication, Finance, Marketing, or related field.
Requirements – Skills, Knowledge, Abilities – for Call Center Officer
- Being Rwandan by nationality;
- 1-3 years of experience in customer service or call center service, preferably in a banking or financial institution.
- Excellent verbal and written communication skills
- Strong listening and interpersonal abilities
- Proficient in basic computer applications and call center systems (e.g., CRM software)
- Ability to remain calm under pressure and handle high call volumes
- Problem-solving mindset with attention to detail
- Flexibility to work in shifts, including weekends and holidays if required
- Capability to work under pressure, meet deadlines, and complete tasks efficiently.
Salary & Benefits:
- Market conforms salary and employment conditions.
- In-house Medical Insurance covering him/her and legal dependents as company policy
- Communication allowances as per company policy
- Monitoring allowance as per company policy
- Annual Salary Increment as per company policy depending on company profit
- Festival Allowance as per company policy
Work Hours: 8
Experience in Months: 12
Level of Education: bachelor degree
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