Overview

Department: Sales & Marketing

Reports To: Customer Service Manager

Location: Tema Free Zones

Role Summary:

The Assistant Customer Service Manager supports the Customer Service Manager in ensuring efficient service delivery and customer satisfaction. The role involves supervising daily customer service operations, resolving escalated issues, and coordinating with internal departments to ensure prompt and professional handling of customer requests and complaints. The incumbent will also assist in implementing service improvement initiatives and maintaining strong relationships with key customers.

Key Responsibilities:

• Support the Customer Service Manager in overseeing the daily operations of the Customer Service team at Tema Free Zones.
• Supervise and guide Customer Service Officers to ensure consistent, high-quality customer interactions.
• Handle escalated customer issues promptly and professionally, ensuring effective resolution.
• Assist in monitoring service performance metrics and preparing periodic reports for management review.
• Coordinate with logistics, warehouse, sales, and other departments to ensure timely delivery and issue resolution.
• Support the implementation of customer service policies, procedures, and improvement initiatives.
• Maintain accurate records of customer transactions, complaints, and feedback.

Qualifications and Experience:

• Bachelor’s degree/HND in Business Administration, Marketing, Logistics, or a related field.
• Minimum of 3–5 years of relevant customer service experience, preferably in manufacturing, logistics, or FMCG industries.
• Strong leadership, communication, and interpersonal skills.
• Proficiency in MS Office applications (Word, Excel, PowerPoint).
• Experience with ERP or CRM systems is an advantage.