Customer Service Officer

Company Description Novis Systems PLC is a system management firm delivering next-generation ERP and enterprise technology projects to help organizations modernize and streamline their operations. The company focuses on guiding clients through critical stages of digital transformation and business evolution. Novis Systems PLC specializes in implementing and customizing the latest Odoo versions to meet diverse business needs. The firm tailors its solutions specifically for businesses in Ethiopia, providing technology that aligns with local market requirements and growth opportunities.
Role Description The Customer Service Officer is a full-time, hybrid role based in Addis Ababa, Ethiopia, with some flexibility for work from home. This role involves responding to customer inquiries through phone, email, and online channels, ensuring timely and accurate information about Novis Systems PLC’s ERP and enterprise solutions. The Customer Service Officer will handle service requests, troubleshoot basic issues, escalate complex problems to technical teams, and follow up to ensure resolution. Daily tasks include maintaining customer records, documenting interactions, monitoring customer satisfaction, and supporting onboarding and training activities for new clients. The role also requires collaborating with internal teams to improve customer experience, identifying recurring issues, and contributing to process enhancements.
Qualifications

• Candidates should possess strong Interpersonal Skills to build trust, communicate clearly, and collaborate effectively with customers and colleagues.
• Candidates should possess Customer Service and Customer Support skills to manage inquiries, resolve issues, and provide consistent, professional assistance.
• Candidates should possess Customer Experience and Customer Satisfaction skills to understand client needs, gather feedback, and help enhance overall service quality.
• Strong written and verbal communication skills in English; proficiency in local languages is an advantage.
• Basic understanding of ERP or business software solutions; experience with Odoo or similar systems is a plus.
• Ability to work in a hybrid environment, manage time effectively, and handle multiple customer requests simultaneously.
• Prior experience in a customer-facing role is preferred; a diploma or degree in Business, IT, or related field is beneficial.