Job Description

• Position: Customer Service Agent
• Company: Reputable Company
• Location: Accra, Ghana
• Employment Type: Full Time
• Job Level: Mid-level
• Salary: GHS 1,561.66 (Gross)

Job Summary
To handle customer queries via Social Media, Web Chat, E-mail and Phone; to educate customers on our products and processes. The Customer service Executive is responsible for daily interactions with customers across all channels.

Ensuring professionalism across all touch points and timely engagement to ensure customers are responded to almost immediately. Constantly work to make the customers happy and keep retain them on the base.

Duties & Responsibilities

• Communicating to customers through various channels. (calls, chat, emails)
• Acknowledging and resolving customer’s complaints promptly.
• Keeping records of customer engagements on CRM.
• Ensure customer satisfaction by providing professional service across all channels.
• Empowering customers with product knowledge and basic troubleshooting where required.
• Ensure that issues are resolved on FTR (First time resolution) basis where necessary
• Keep track of all customer feedbacks and forward to the lead on shift.
• Escalate issues that cannot be resolved on FTR or FCR basis.
• Follow up for feedback on escalated issues.
• Ensure all are escalated within SLA and follow up on resolution with customers.
• Plan and manage all customers within the agreed AHT for calls & chats.
• Provide insight into issues/challenges faced by customers were relevant for decision.
• Working location - Any Locations as assigned by the management or supervisor

Key Performance Indicators

• Handle all queries in a polite, professional manner
• Probe and trouble-shoot customer queries, and provide a suitable and satisfactory solution
• Educate customers on services and processes
• Escalate any issues to the Team Leader
• Achieve agreed KPIs and Objectives
• Attend coaching sessions with Customer Service Supervisor
• Attend coaching sessions with Customer Service Supervisor
• Adhere strictly to shift schedules
• Adhere to laid down internal policies, procedures and processes
• Work collaboratively with the team

Required Skills or Experience

• Must have diploma/degree in any related fields from a recognized university
• Minimum of one year experience as a Customer Service Agent in the Sports betting, e-commerce or telecommunication industry only 
• Excellent communication skills, good knowledge of social media, Proactive, Team Player, understand customer needs, MS Office, Open office.
• Team Player
• Operational Excellence
• Creativity & Innovation
• Business Know-How
• Working with Change