Call Center Agent VitaBirr Financial Services S.C.

Company: VitaBirr Financial Services S.C.
Position: Call Center Agent
Location: Addis Ababa
Application Deadline: September 21, 2026
Employment Type: Not specified

About VitaBirr Financial Services S.C.

VitaBirr Financial Services S.C. is an Ethiopian fintech company licensed by the National Bank of Ethiopia as a Payment Instrument Issuer (PII). The company provides digital financial services that allow customers to access mobile money services through its digital platforms.

VitaBirr is focused on providing secure, reliable, accessible, and customer-centered digital financial services while supporting the development of Ethiopia's digital financial ecosystem.

Job Summary

The Call Center Agent will provide professional and timely customer support through inbound and outbound calls and other approved communication channels.

The role involves assisting customers with digital financial transactions, account inquiries, KYC verification, complaints, disputes, and basic technical issues while maintaining customer confidentiality and following operational and customer protection procedures.

Key Responsibilities

• Handle inbound and outbound customer calls professionally and courteously.
• Provide accurate information about VitaBirr products, services, fees, transaction procedures, and policies.
• Assist customers with digital transactions, including:
  • Money transfers
  • Cash withdrawals
  • Airtime purchases
  • Bill payments
  • Merchant payments
  • Other VitaBirr services
• Receive, register, categorize, and follow up on customer complaints and transaction disputes.
• Support customer KYC updates and verification according to approved procedures.
• Verify customer information before providing account or transaction-related information.
• Maintain strict customer data confidentiality and privacy.
• Assist customers with basic issues involving the VitaBirr mobile application, USSD services, wallet access, and PIN-related matters.
• Identify and escalate suspicious transactions, potential fraud, unauthorized transactions, and unusual customer activities.
• Report system errors, failed transactions, service interruptions, and recurring technical problems to the relevant Operations or IT team.
• Accurately document customer cases in the CRM or designated system.
• Follow up on outstanding cases and ensure appropriate closure or handover within service timelines.
• Escalate complex or unresolved cases to the appropriate supervisor or department.
• Maintain updated knowledge of VitaBirr products, services, fees, KYC requirements, and customer support procedures.
• Follow approved call scripts, SOPs, escalation procedures, and customer service standards.
• Maintain a professional and customer-focused approach during all interactions.
• Meet contact-center performance targets, including response time, resolution rate, service quality, accuracy, and customer satisfaction.
• Participate in training, coaching, and professional development activities.
• Perform other duties assigned by the supervisor or management.

Required Qualifications

Candidates should have:

Bachelor's Degree or Diploma in:

• Business Administration
• Management
• Marketing
• Accounting
• Economics
• Information Technology
• Or a related field

Experience

Previous experience in any of the following areas is an advantage:

• Call center
• Customer service
• Banking
• Fintech
• Digital financial services
• Telecommunications

Experience handling customer complaints, transaction problems, or digital financial service inquiries is an added advantage.

Required Skills

• Customer Relationship Management (CRM)
• Microsoft Office
• Basic understanding of digital applications and technology
• Strong communication and interpersonal skills
• Customer service and complaint handling
• Problem-solving
• Attention to detail
• Ability to work under pressure
• Ability to handle difficult customer interactions professionally
• Good computer literacy

Language Requirements

Fluency in Amharic, Afaan Oromoo, and English is required.

Knowledge of additional Ethiopian languages is an advantage.

Preferred Competencies

• Presentation skills
• Problem-solving
• Customer relationship management
• Communication
• Digital financial services awareness
• Training and development

How to Apply

Interested and qualified candidates should submit their updated CV by email to:

Email: careers@vitabirr.com

Email Subject

Applicants should use: "Call Center Agent – Application" as the email subject.

Application Deadline: September 21, 2026

Only shortlisted candidates will be contacted for the next stage of the recruitment process.

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