ZoodPay is a telecom services company that began its operations in 2023, founded by a dedicated and creative Afghan investor. The company aims to serve various business models, including B2B, B2C, and C2C, by providing a comprehensive prepaid electronic mobile top-up distribution service across the country.

The Zoodpay platform is developed and managed by a team of experienced professionals with expertise in telecom products, services distribution, and the fintech industry. Its advanced features are thoughtfully designed to meet the needs of merchants, offering a flexible and trustworthy platform that strategically secures their investments and ensures a healthy return on investment over time.

VISION:

Zoodpay is committed to innovation, creativity, and security. The platform offers multiple access channels, delivering the most secure and instantaneous prepaid mobile recharge sales and bundle activation services for mobile network operators (MNOs) customers, both within the country and abroad.

MISSION STATEMENT:

Zoodpay aims to become the leading on-demand electronic mobile top-up distribution platform for merchants and customers globally. Our platform is developed based on the feedback from merchants and customers, enabling all target users to benefit from a comprehensive mobile top-up distribution system that emphasizes ongoing development and collaboration.

The Call Center Agent is responsible for delivering exceptional customer service by managing inbound and outbound calls, addressing customer inquiries, resolving issues, and documenting all interactions. This role requires a high level of empathy, clear communication, and strong problem-solving skills to ensure a positive customer experience. 

Responsibilities

• Manage customer interactions: Answer a high volume of inbound calls and make outbound calls to address customer inquiries, complaints, and service requests in a timely and professional manner.
• Resolve issues effectively: Listen to customer issues, clarify information, and provide accurate, satisfactory answers or resolutions. De-escalate situations with dissatisfied customers while maintaining a calm and positive demeanor.
• Utilize CRM systems: Document all customer interactions, feedback, and resolutions accurately in the company's Customer Relationship Management (CRM) software.
• Process transactions: Fulfill customer requests by processing transactions, such as confirming pricing, updating account information, or initiating refund requests.
• Provide information: Educate customers on products, services, and company policies. Guide callers through troubleshooting steps or navigating the company website.
• Collaborate with teams: Work with other call center professionals and departments to resolve complex issues and improve overall service delivery.
• Stay informed: Keep up to date with product knowledge, service information, and company policies by participating in ongoing training sessions. 

• Education: High school diploma. Additional education or certifications in customer service are a plus.
• Experience: Two years of experience with the telecom sector, e-top-up companies, or ISP companies are preferred
• Working Shift: Ability to work both day and night shifts

Technical skills:

• • Proficiency in using computer systems, including call center software and CRM platforms.
  • Strong data entry, typing, and word processing skills.
  • Comfortable handling multiple communication channels (phone, email, chat).

Soft skills:

• • Excellent verbal communication in Dari, Pashto and English and active listening skills.
  • Exceptional problem-solving abilities and the capacity to think quickly.
  • High level of empathy and patience when dealing with customer needs.
  • Ability to remain calm under pressure and de-escalate stressful situations.
  • Strong attention to detail and ability to multitask effectively.

Interested and qualified candidates are encouraged to submit their CVs along with a cover letter to hr@zood-pay.com by November 26, 2025. Please include (Call Center Agent) in the subject line of your email; otherwise, your application will not be considered.