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Customer Service

Customer Service Advisor (Tigrinya and Amharic)

Customer Service Advisor

Remote

Full-Time

Ethiopia

Entry Level

About the company
As a Customer Service Advisor, you are the face and voice of FroggyTalk, supporting users across email, chat/instant messaging, social channels, and phone. In this remote role, you are the customer’s point of contact and their strongest advocate. You will build trust with customers by delivering a satisfying support experience in their language, meeting them where they are. Any reported issues that cannot be resolved with advice will be escalated to the Back-office. You’ll also contribute to improving our support operations by documenting interactions accurately, spotting patterns, and sharing insights that help us improve products and processes. Your work is central to FroggyTalk’s mission of supporting diaspora communities through connection, community, and practical tools for life across borders.
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What you will do

Responsibilities
Customer Interaction and Support
  • Respond promptly, professionally, and empathetically to inbound customer queries via WhatsApp, email, social media channels, and live chat on the FroggyTalk App, in Tigrinya, Amharic, and English as needed.
  • Handle outbound calls/messages for follow-ups, issue resolution, and relationship-building, communicating fluently in the customer’s preferred language.
  • Diagnose and resolve customer issues by providing timely, accurate, and customer-friendly solutions.
  • Take ownership of cases end-to-end, ensuring issues are resolved according to company processes and guidelines.
  • Provide clear guidance to customers on app usage, account access, onboarding, and general troubleshooting.
  • Communicate with professionalism and emotional intelligence, prioritizing solutions, clarity, and retention.
Customer Experience Management
  • Maintain meticulous records of customer interactions, complaints, and resolutions in the company’s CRM ticketing system, including accurate documentation of multilingual interactions.
  • Tag and categorize tickets correctly to support analytics, trend tracking, and reporting.
  • Collect and report customer feedback and recurring issues, including language- and community-specific patterns, to help improve FroggyTalk’s services and engagement strategies.
  • Proactively identify and escalate complex or high-risk issues to the appropriate team for deeper investigation and resolution.
  • Maintain confidentiality and handle user data responsibly in line with company policies and applicable standards.

What we are looking for

Requirements
  • Fluency in Tigrinya and Amharic (written and spoken) is required.
  • Strong English communication skills (written and spoken), with excellent clarity and tone.
  • Minimum 1 year of experience in customer service/support (preferably in consumer tech, mobile apps, digital services, fintech, or a contact-center environment).
  • Comfortable working with KPIs and consistently meeting targets (e.g., response time, resolution quality, and customer satisfaction).
  • Proficiency with CRM/ticketing tools such as Zoho Desk, Freshdesk, Zendesk, or Salesforce (or the ability to learn quickly).
  • Strong multitasking ability, attention to detail, critical thinking, and sound judgment.
  • Self-motivated, disciplined, and able to work remotely with minimal supervision.
  • Strong collaboration skills and the ability to work effectively with cross-functional teams.
  • Reliable home setup with stable internet and a quiet workspace.
  • Empathy, calm under pressure, strong written clarity, and good ticket discipline.
Nice to Have
  • Experience supporting Eritrean or Ethiopian diaspora customer groups.
  • Familiarity with common app troubleshooting (account access, verification, payments, onboarding, connectivity issues).
  • Experience supporting payment-related queries or transaction troubleshooting (e.g., failed transactions, reversals, chargebacks, dispute handling).
  • High comfort level explaining step-by-step processes to customers and de-escalating complaints.
  • Additional language skills relevant to East African diaspora communities.

Location

Ethiopia

Type

Full-Time

Team

Customer Service

Experience

Entry Level

What We Offer 
career-offer-check A collaborative and supportive team environment. 
career-offer-check 100% remote work with flexible hours.
career-offer-check Opportunity to have a direct impact on the growth of an innovative startup.
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