Customer Support & Operations Associate

Job Summary

On behalf of our client, one of Ethiopia’s largest business groups, our recruitment department at GeezJobs is seeking talented professionals to join the company as it launches one of Ethiopia’s biggest digital platforms, offering hotel, guesthouse, and multi-category event booking services and connecting customers with venues and service providers.

The Customer Support & Operations Associate is responsible for managing day-to-day customer and partner support, booking-related issues, and dispute resolution for the event-booking platform. Serves as the first point of contact for customers and vendors after bookings go live, ensuring issues are handled quickly, professionally, and according to approved policies.

Key Responsibilities

• Respond to customer and vendor inquiries within defined service standards.
• Handle booking issues including cancellations, no-shows, service complaints, and refund requests.
• Follow up with vendors regarding payment status and commission records.
• Maintain accurate support and case records in the CRM, tracking resolution times, outcomes, and recurring customer or vendor issues.
• Escalate recurring or high-impact issues to the Partnership & Sales Lead and coordinate with relevant teams for resolution.
• Support onboarding activities during periods of high partner volume when required.
• Conduct occasional vendor visits when on-site support or dispute resolution is necessary.

Educational Qualification & Experience Requirements

• Education: General background in customer service, hospitality, operations, or a similar field.
• Experience: Previous experience in customer service, hospitality, operations, or a related role.

Required Skills & Competencies

• Excellent communication, interpersonal, problem-solving, organization, and follow-up skills.
• Calm, professional, and confident when handling difficult customers or vendors.
• Fluent in Amharic and English.
• Required Skill Tags: CRM systems, ticketing tools, spreadsheets, digital platforms, customer support, and dispute resolution.

Key Performance Indicators (KPIs)

• Average response and resolution time.
• Customer and vendor satisfaction.
• Accurate and complete support records.
• Effective resolution and escalation of booking issues.