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About the Organisation
COPEDU PLC is a Kigali-based financial services institution serving customers across Rwanda with a broad portfolio of banking products. The bank is committed to professional, ethical service and a supportive, growth-oriented workplace.
Call Center Officer job at COPEDU PLC | Apply Now
Kigali, Rwanda
Are you looking for Customer Service jobs in Rwanda 2025 today? then you might be interested in Call Center Officer job at COPEDU PLC
Full Time
Deadline:
27 Sept 2025
Job Title
Call Center Officer job at COPEDU PLC
COPEDU PLC
Job Description
The Call Center Officer will handle daily client communications, actively listen to needs, clarify information, de-escalate dissatisfied clients, and ensure service standards are met. The role contributes to customer satisfaction and retention by offering clear guidance, recommending products that fit client needs, documenting interactions and trends, and preparing periodic service reports. The officer will also support walk-in/online customers by channeling them to the right departments and participate in continuous training to maintain strong product knowledge and service quality.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
ONLY ONLINE APPLICATIONS:
Interested and qualified candidates are advised that all applications should be submitted online.
To apply email all required documents to: hr-recruitment@copeduplc.rw
Only shortlisted candidates will be contacted.
Find application details and links on the AfriCareers Jobs Portal:
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Click the Apply button below
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New users: Select Create Profile and complete the Profile Creation Wizard
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Existing users: Log in and update your profile if needed
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Go to the "Jobs" tab
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Read the detailed job description, Roles and Qualifications.
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Submit your application via the jobs portal
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Track progress under "My Applications" tab
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How to Apply
Respond to customer calls/messages; diagnose needs, issues, and complaints.
Provide clear, accurate, timely information on products, services, fees, and T&Cs.
De-escalate challenging interactions professionally; uphold COPEDU service standards.
Build lasting client relationships through responsiveness and reliability.
Cross-sell / upsell suitable products and services to meet client needs.
Ensure policy, process, and compliance adherence in all interactions.
Prepare and submit periodic reports on interactions, feedback, and trends.
Guide walk-in/online customers to appropriate channels or departments.
Participate in training and continuous learning to improve service quality.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Minimum Qualifications
Bachelor’s degree (A0) in Marketing, Project Management, or Business Administration & Management.
At least 1 year of experience in customer care or call center services.
Skills & Attributes
Mastery of marketing/communication techniques; strong negotiation skills.
Proficiency in Kinyarwanda, and French and/or English (spoken & written).
Ability to manage multiple inquiries simultaneously; organized and detail-oriented.
High integrity, ethics, and customer-centric mindset.
Application Documents (mandatory)
Motivation letter.
Copy of National ID.
Detailed CV.
Copies of academic and professional certificates.
