Job Description

The Customer Service Representative, CSR will be primarily responsible for answering all incoming calls and emails, from customers who want to make inquiries, request, complaints etc. about Ghanawifi’s products and services.

Responsibilities

• Interacting with customers through telephone, email, or in person.
• Manage and resolve customer complaints
• Handling and resolving customer complaints and escalating to the team lead/supervisor/manager when needed.
• Provide product and service information to customers
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable software
• Control and direct unresolved issues to authorized resources.
• Document all call information according to standard operating procedures
• Provide customers with information about packages on products or services.
• Follow up customer calls where necessary.
• Upsell products and services.
• Complete call logs and reports
• Act as liaison between customers and different departments
• Perform other tasks and duties as assigned by superiors periodically.

Required Skills or Experience

• University degree or HND 
• 0-2 years’ Experience in a customer facing role
• Fluency in the English Language, other Ghanaian languages will be an added advantage.
• Excellent oral and written communication skills
• Good knowledge of computer, networking and technical skills will be an added advantage
• Must possess essential customer service skills – empathy, patience, attention to details, etc.