Job Title: Call Center Agent (Full-Time)

Location: Accra, Ghana
Employment Type: Full-Time
Application Deadline: 24 July 2026

About Codirect Fulfillment Center

Codirect Fulfillment Center is a customer-focused logistics and fulfillment company committed to delivering reliable, efficient, and seamless order fulfillment solutions. We pride ourselves on providing exceptional customer experiences through innovation, operational excellence, and a dedicated team of professionals. Our workplace encourages collaboration, continuous learning, and outstanding service delivery.

We are looking for enthusiastic, customer-oriented, and highly motivated Call Center Agents to join our team. The successful candidates will serve as the first point of contact for customers, delivering exceptional service while supporting order management, customer inquiries, and issue resolution.

Position Summary

The Call Center Agent will manage inbound and outbound customer communications, respond to inquiries, resolve customer concerns, process orders, and provide accurate information about products and services. The successful candidate will contribute to delivering a positive customer experience while supporting the company’s operational goals.

Key Responsibilities

Customer Service

• Handle inbound and outbound customer calls in a professional and courteous manner.
• Respond promptly to customer inquiries via phone, email, chat, and other communication channels.
• Provide accurate information regarding products, services, deliveries, and order status.
• Resolve customer complaints efficiently or escalate complex issues to the appropriate department.
• Build positive relationships with customers by delivering exceptional service.

Order Management

• Process customer orders accurately and efficiently.
• Verify customer information and ensure the accuracy of order details.
• Monitor customer orders and provide timely updates throughout the fulfillment process.
• Assist customers with order modifications, cancellations, and returns in accordance with company policies.

Documentation and Reporting

• Maintain accurate records of customer interactions, transactions, and follow-up actions.
• Update customer information in the customer relationship management (CRM) system.
• Prepare daily reports on customer inquiries, complaints, and service activities when required.

Customer Support

• Follow up with customers to ensure issues have been resolved satisfactorily.
• Identify recurring customer concerns and communicate improvement opportunities to management.
• Promote company products and services where appropriate while maintaining a customer-first approach.

Team Collaboration

• Work closely with warehouse, logistics, sales, and customer service teams to ensure seamless service delivery.
• Participate actively in team meetings, coaching sessions, and continuous improvement initiatives.
• Meet individual and team performance targets, including response time, call quality, and customer satisfaction.
• Perform other customer service and administrative duties as assigned.

Minimum Qualifications

Education

Applicants must possess:

• A Bachelor’s Degree, Higher National Diploma (HND), Diploma, or equivalent qualification in Business Administration, Customer Service, Communications, Marketing, or a related discipline.

Experience

• Minimum of two (2) year of relevant experience in a call centre, customer service, contact centre, or client support role.
• Experience in logistics, e-commerce, retail, or fulfillment operations will be an added advantage.

Required Skills and Competencies

The successful candidate should demonstrate:

• Excellent verbal and written communication skills.
• Strong customer service and relationship management skills.
• Ability to communicate professionally and empathetically with customers.
• Strong problem-solving and conflict resolution abilities.
• Good listening skills and attention to detail.
• Proficiency in Microsoft Office applications and customer relationship management (CRM) systems.
• Strong organizational and time management skills.
• Ability to multitask and work efficiently in a fast-paced environment.
• Ability to work independently and collaboratively within a team.
• High level of professionalism, integrity, and accountability.
• Flexibility to work shifts, weekends, or public holidays when required.

How to Apply

Apply online by clicking on the application button.