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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