Deadline of this Job: 13 October 2022
Job Summary
• The Senior Contact Center Agent is responsible for responding to customer requests/inquiries via social media platforms (Facebook, Twitter, LinkedIn, etc.), providing online chat support, evaluating customer issues and complaints, and providing appropriate solutions or escalating the issue to the concerned work units in the Bank. In addition, the role holder is responsible for ensuring quality customer service is maintained as per the established service standards at all times by taking care of escalated customer enquiries from Contact Centre Agent and making continuous follow-ups to resolve customer issues.

Job Requirements
Academic & Professional Qualification
• Bachelor’s degree in Marketing Management, Business Administration, Management, Accounting, Banking, finance or related fields.
• Professional qualification(s) in Customer Service or Marketing e.g. CIM
• Fluency in English (speaking and writing) is required.
• At least five (5) years’ relevant experience

Behavioral Competency
• Interpersonal and cross cultural skills, including ability to build collaborative relationship with sensitivity to diversity/inclusion.
• Creativity and innovation skill
• Action oriented
• Quality focus and attention to detail
• Professionalism and integrity in line with Dashen Bank Values
• Good oral and written communication skills
• Personal motivation drive exhibited through commitment to hard work, continuous improvement and achievement of goals.
• Good customer relationship management skill (internal & external)
• Risk awareness and focus-demonstrates understanding of risk management practice, standards and regulatory requirements.

Required Technical Competency
• Knowledge of customer relationship and service quality management.
• Good understanding of customer care service standards or benchmarks.
• Knowledge of Banking product and and services.
• Ability to lead, influence and drive change initiatives in support of business strategies within the department/unit.
• Knowledge of customer relationship and service quality management.
• Knowledge and experience in modern sales and marketing practices in financial services industry.
• Technical skills to effectively perform Contact Centre activities/tasks in a manner that consistently produce high quality of service.
• Project management skills.

Deadline of this Job: 06 October 2022
Job Purpose
The ENDC is seeking to fill the position of the National Dialogue Senior Expert -Documentation positions to support its day-to-day documentation activities related to the National Dialogue processes at all levels.
The main objective of the National Dialogue Senior Expert -Documentation post is to facilitate and support the development and implementation of a long-term document archiving and retrieval system and strategy to facilitate the day-to-day core and operational activities of the ENDC under the leadership of the National Dialogue Coordinator-Documentation and working relationship with other Departments of the Commission. In addition, the National Dialogue Senior Expert-Documentation role will be to facilitate and assist in the documentation process in a way to produce and retain knowledge from the dialogue process for future learning and research activities that would improve the application of non-violent methods/dialogues in dealing with differences and building sustainable peace in Ethiopia.

Responsibilities and Accountabilities
• Assist in establishing an archiving and long-term documents storage and retrieving system and strategy that is helpful to track, label, sort, categorize, and document results of ENDC core dialogue processes and other operational activities at all levels
• Support and facilitate National Dialogue team members to prepare and produce reports and other documentation of dialogue processes and other operational activities that require storage and documentation for future retrieving and communication
• Offer expert advice related to adhering to regulatory requirements of the ENDC on documentation and information sharing by ensuring documentation integrity and controlling access to confidential documents
• Provide technical support to dialogue facilitation teams and members of the Secretariat to ensure consistency of documentation practice across the ENDC
• Organize and facilitate training relevant the ENDC’s Commissioners and members of the Secretariat for efficient and consistent documentation and usage related to the dialogue and other operations of the ENDC
• Upload documents using storage software and applications for electronic filing
• Provide technical backstopping support and technical guidance for the national Dialogue team concerning organizing and managing timely dialogue sessions, reporting and documentation activities
• Assist in enhancing local media awareness about the national dialogue and local governance issues
• Perform other tasks as required.

Job Requirements
Qualification and Experience Required/desired
• Advanced university degree (master’s degree) in communication, journalism, or related social science fields
• At least of 7 years relevant working experience in communication, journalism, documentation, or related field
• Working experience in establishing documentation and archive management systems
• An extensive experience in employing documentation strategies and techniques, reporting, documentation, and publication about consecutive public discussion forums, dialogues
• Versed knowledge and experience in the application of the latest electronic publishing, documentation/archiving methods
• Experience in the use of computers and office software packages for data collection and analysis, including experience in handling web-based documentation management platforms and systems
• Direct experience in supporting documentation of dialogues in conflict and complex settings
• Experience in liaising with different functional units, governmental and non-governmental organizations, and civil society
• Knowledge of Ethiopian history, developments, and political dynamics
• Demonstrated ability to cope with physical hardship and willingness to work extra hours in an environment with limited infrastructure, proven resilience to high-stress environments and situations
• Demonstrated commitment to gender equality objectives as well as the ability to integrate a gender perspective into tasks and activities
• Demonstrated ability to train team members and willingness to work as a member of a team, with people of diverse cultural and religious backgrounds, and diverse political views, while maintaining impartiality and objectivity
• Professional fluency in the English and Amharic language, both oral and written/editing; knowledge of other national languages is an advantage

Competencies Required
• Achievements of Results: Plans and monitors own work, pays attention to details, delivers quality work by the deadline in his or he duty in the participant's selection and engagement processes
• Think Innovative: Open to creative ideas/known risks, is a pragmatic problem-solver, makes improvements
• Learn Continuously: Open-minded and curious, shares knowledge learns from mistakes, asks for feedback
• Adapt with Agility: Adapts to change, constructively manages ambiguity/uncertainty, is flexible
• Act with Determination: Shows drive and motivation, able to deliver calmly in face of adversity, confident
• Engage and Partner: Political savvy, navigate the complex landscape, champion inter-agency collaboration
• Enable Diversity and Inclusion: Appreciate/respect differences, be aware of unconscious bias, confront discrimination
Cross-Functional Competencies- Functional/ Technical Competencies:
• Ability to create and/or edit written content in English and Amharic languages
• Overall document (hard or electronic) management capacity
• Ability to manage archives both in electronics and hard copy
• Knowledge Management and Learning ability to promote a knowledge-sharing and learning culture
• A high level of motivation and good oral and communication, social, and interpersonal skills
• Display openness to change with the ability to manage complexity
• Ability to work and act under pressure and with discretion in a politically sensitive environment, with a minimum of comfort
• Capacity to plan, prioritize and deliver tasks on time to meet goals in a highly pressured environment
• Respect and sensitivity towards cultural, gender, ethnicity, and religious diversity
• Competency in training and facilitating high-level officials and peer groups
• Ability in multitasking
• Ability to give attention to detail