Vacancy title:
Call Center Officer

[Type: FULL_TIME, Industry: Financial Services, Category: Customer Service]

Jobs at:
COPEDU PLC

Deadline of this Job:
Saturday, September 27 2025

Duty Station:
Rwanda | Kigali | Rwanda

Summary
Date Posted: Friday, September 19 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Call center Officer is responsible for managing inbound and outbound customer interactions via phone and digital channels. The officer listens to client needs, provides accurate information, handles inquiries or complaints, and ensures clients are guided to the appropriate channels or solutions. This role contributes directly to customer satisfaction, retention, and the promotion of COPEDU Plc’s products and services.

Key Responsibilities

• Respond to customer calls to understand their needs, complaints, or issues related to COPEDU Plc’s products and services.
• Provide clear, accurate, and timely information to clients, propose solutions, and ensure they feel supported and valued.
• Actively listen to customers, clarify or confirm information, and manage interactions with angry or dissatisfied clients in a professional manner.
• Build and maintain lasting client relationships based on trust, responsiveness, and reliability.
• Promote or recommend products and services that better meet the clients’ needs, contributing to sales and customer satisfaction.
• Participate in training programs and continuous learning opportunities to enhance product knowledge and improve service quality.
• Ensure that all customer interactions comply with COPEDU Plc’s policies, procedures, and service standards.
• Clearly communicate product details, service features, fees, terms, and conditions to clients.
• Uphold high standards of ethical conduct by treating all clients with respect, honesty, and integrity.
• Prepare and submit periodic reports on client interactions, feedback, and trends.
• Support walk-in or online customers by directing them to the appropriate department or channel.

Required Qualifications and Skills:

• Bachelor’s degree (A0) in Marketing, Project Management, or Business Administration & Management.
• At least 1 year of experience in Customer care or call center service

• Mastery of various marketing and communication techniques.
• Negotiation skills.
• Proficiency in Kinyarwanda, French, and/or English, both spoken and written.
• Ability to manage multiple customer inquiries
• Integrity and ethics.

All applications must include:

• A motivation letter,
• A copy of the National ID,
• A detailed Curriculum Vitae (CV),
• Copies of academic and professional certificates.

What We Offer:

• Competitive and attractive salary package
• Annual leave allowance
• Long service recognition allowance
• Preferential interest rates on staff loans
• Annual performance bonus based on individual and company performance
• Medical insurance coverage
• Supportive and collaborative working environment
• Opportunities for continuous professional development and career advancement
• Etc.

Work Hours: 8

Experience in Months: 12

Level of Education: bachelor degree

Job application procedure

Candidates are required to complete the online application form at the following
link: https://forms.gle/dbLy8ZCpotm46YEL7 no later than Saturday, 27th September 2025. Only selected candidates will be contacted. In case the link does not work, candidates are advised to send the required documents via
email to: hr-recruitment@copeduplc.rw

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