Dispatcher /Customer Care

Addis Ababa, Ethiopia

Zmall Delivery is seeking a motivated and detail-oriented Dispatcher / Customer Care Representative to join our Zmall Delivery team. As a Dispatcher / Customer Care Representative, you will be responsible for coordinating delivery routes, communicating with delivery personnel, and providing exceptional customer service to ensure timely and accurate deliveries.


  • Answer incoming customer calls and respond to inquiries regarding delivery status, order details, and general information
  • Monitor and manage the dispatch system, ensuring efficient route planning and assignment of deliveries to bikers
  • Communicate with bikers to provide delivery updates, address any issues or delays, and ensure adherence to delivery schedules
  • Resolve customer complaints or escalate them to the appropriate department when necessary
  • Collaborate with team members to identify areas for improvement in the delivery process
  • Maintain accurate records of customer interactions, orders, and delivery details
  • Stay informed about Zmall Delivery's policies, services, and offerings to provide accurate information to customers
  • Ensure a high level of customer satisfaction through timely and effective communication
  • Giving detailed explanations of services and/or products of partners
  • Relay detailed orders to merchants
  • Follow up on readiness of orders and dispatch delivery personnel
  • Provide positive and genuine assistance in case of delays, wrong orders or damages as per the companies guidelines
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support
  • Working with a sales team to create better methods to address customer Complaints
  • Guide callers through troubleshooting and/or navigating ZMALL App. If they encounter difficulties
  • Monitoring customer satisfaction levels
  • Maintain a detailed log on company provided system of all call


  • Bachelor’s degree in Marketing / Sales or related field or any filled
  • At least 2 years of relevant experience in Call Center, preferably in a Delivery Company.
    (Working experience must be presented up on request) 
  • Comprehensive knowledge of Delivery procedures. 
  • Fluent in Amharic and English both writing and speaking 
  • Competent computer skills; Microsoft Word/Excel/Web 
  • A strong attention to detail. 
  • Excellent communication skills. 
  • Customer oriented 
  • Organized, a self-starter and an enthusiastic team player. 
  • Punctuality is mandatory 
  • Ability to work under pressure to pursue multiple tasks simultaneously 
  • Ability to work at own initiative 
  • Willing to work in shift with Transport arranged for the night shift