Customer Care Executive (Inbound) – Full-Time

Location: Accra, Ghana

Join Petra Trust

Petra Trust is a leading pensions administration and corporate trustee firm in Ghana, providing retirement planning and fund management solutions to individuals and institutions. We are committed to delivering exceptional customer experiences through professionalism, innovation, integrity, and service excellence.

We are looking for a customer-focused and proactive Customer Care Executive (Inbound) to join our Customer Service team. In this role, you will deliver outstanding support to clients by responding to enquiries, resolving issues efficiently, and ensuring every interaction reflects Petra Trust’s commitment to excellence.

Role Summary

The Customer Care Executive (Inbound) is responsible for providing exceptional customer service across multiple communication channels. The successful candidate will maintain in-depth knowledge of Petra Trust’s products, services, processes, and relevant regulations to resolve customer enquiries, complaints, and requests while contributing to customer satisfaction, retention, and business growth.

Key Responsibilities

Customer Experience

• Deliver a positive, professional, and empathetic customer experience across every interaction.
• Maintain up-to-date knowledge of Petra Trust’s products, services, operational processes, and relevant regulations.
• Participate actively in training and professional development programmes.
• Identify opportunities to improve customer experience and recommend process improvements.
• Gather and report customer feedback to support continuous service improvement.

Email Management

• Manage the Customer Service inbox efficiently and accurately.
• Respond promptly to customer emails.
• Route enquiries to the appropriate departments where necessary.
• Follow up on customer enquiries forwarded from other business units.

Inbound Call Support

• Handle inbound customer calls professionally and efficiently.
• Provide accurate information and resolve customer enquiries during first contact whenever possible.

Customer Request Resolution

• Resolve customer enquiries, requests, and complaints within established service level agreements (SLAs).
• Provide information on pension products, retirement planning solutions, contributions, account management, statements, online access, transfers, withdrawals, and related services.
• Process customer forms and supporting documentation accurately.
• Send requested brochures, forms, and educational materials to customers.
• Liaise with internal departments to ensure timely resolution of customer requests.
• Escalate complex enquiries and complaints to the appropriate supervisor when required.
• Ensure compliance with all applicable regulations, internal policies, and operational procedures.

Customer Records & CRM Management

• Maintain accurate records of all customer interactions within the Customer Relationship Management (CRM) system.
• Log enquiries, requests, complaints, and resolutions accurately.
• Scan, upload, and maintain customer documentation within approved systems.
• Classify customer complaints accurately to support reporting and trend analysis.

Ticket Management

• Assign customer service tickets to relevant departments when required.
• Monitor and resolve assigned service tickets promptly.

Customer Retention & Cross-Selling

• Promote Petra Trust’s products and value-added services during customer interactions.
• Identify qualified sales opportunities and refer leads to the appropriate business teams.
• Encourage customers considering transfers or withdrawals to explore suitable retention options where appropriate.
• Support the achievement of customer retention targets.

Reporting & Analytics

• Prepare and submit daily activity reports to the Team Lead and Head of Department.
• Analyse customer interaction trends and prepare monthly reports.
• Produce periodic operational and customer service reports to support business decision-making.

Additional Responsibilities

• Support other units within the Customer Service Department, including the PSA Unit, when required.
• Perform additional duties that contribute to the effective delivery of customer service operations.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Communication, Banking and Finance, Public Administration, Customer Service Management, or a related field.

Experience

• One (1) to two (2) years of professional experience after completing National Service.
• Experience in customer service, contact centre operations, financial services, pensions, banking, insurance, or a related industry is an advantage.

How to Apply

Apply online by clicking on the Application button.