About the Role: To act as a first point of contact to customers and respond to a variety of customer requests and inquiries via the telephone or in person over the counter.

Core Functions

1. Monitor to ensure that all calls to the Customer Service Centre are dealt with promptly, in line with agreed standards and targets.
2. Establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the Customer Service Centre’s performance standards and the business objectives.
3. Manage customer complaints and ensure they are advised of alternative communication methods including voicemail and email facilities
4. Identify ways in which the team can further improve performance and service delivery to customers
5. Provide support and assistance to colleagues within the team through training, coaching and adopting good team ethics
6. Teams adherence to Contract centre procedures, work instructions and Code of Conduct
7. Drive and coach team on Call Quality which is a standard scoring/rating system that determines how well an agent deals with the customers in line with defined call quality procedures, customer service ethics code of conduct, work instructions and business process.
8. Ensure consistent adherence to Customer Service Standard Operating Procedures to improve customer experience and stakeholder satisfaction

Professional Profile

• First Degree in any relevant field
• Must have a minimum of 4 years’ experience in delivering customer experience programmes/Call centre management.

Strengths and Capabilities

• Development of Customer Service plans and strategies
• Survey development and analysis
• Multi-Lingual Skills
• Emotional Intelligence
• Strong Communication skills
• Teamwork

Application Details

Application with curriculum vitae including telephone, postal and/or email addresses must be addressed to:

ADVERT NO. 397

C/O GRAPHIC COMMUNICATIONS GROUP LIMITED GRAPHIC ROAD,

P. O. BOX 742, ACCRA-GHANA

NB: Applicants must ensure that they provide reliable contact telephone numbers. Please note that only short-listed applicants will be contacted.