iDE Ghana, an international Non-Governmental Organization (NGO) in the Agriculture and Water, Sanitation and Hygiene (WASH) sectors is recruiting a Customer Service Officer . DEPARTMENT: Business Operations REPORTS TO: Head of Operations WORK LOCATION: Tamale START DATE: 1st June 2021 CONTRACT TYPE: Full time (fixed term) CONTRACT END DATE: 31st March 2023 AREAS OF OPERATION Tamale and working visits across all business operational areas. GENERAL DEFINITION OF JOB ROLE Under the direct supervision of the Head of Operations, the Customer Service Officer (CSO) will be a member of the primary contact team and will be responsible for providing guidance to prospects on the acquisition of products, customer onboarding and following up on payments from credit customers. The CSO will proactively develop positive customer experience, foster great customer relationships and support brand loyalty for Sama Sama. The goal is to build and efficiently maintain a proactive customer service center and support team that continually delivers customer satisfaction. REPORTING RELATIONSHIP i. Reports directly to the Head of Operation. ii. Work closely with customer service delivery, fulfillment, sales and credit teams. KEY FUNCTIONS AND RESPONSIBILITIES a. Develops, implements and continually refines an onboarding process that engages every new customer at each stage of the Sama Sama experience. b. Answering or making calls to clients to learn about and address their needs, complaints or other issues with products or services. c. Responding promptly, efficiently, and accurately to customers, explaining possible solutions, and ensuring that clients feel supported and valued. d. Taking ownership of customer complaints, queries and issues and working with internal teams to satisfactorily resolve these. e. Contacting, persuading, and leading customers with overdue accounts to regularise their status. f. Builds lasting relationships with clients and other team members based on trust and reliability. g. Documents all customer interactions, manage, and update customer databases as required. h. Maintains an orderly workflow according to priorities. i. Keeps ahead of industry’s developments and applies best practices to areas of improvement in the unit. j. Any other duties as may be assigned within your capacity. Required Skills or Experience i. HND or Bachelor of Science or Bachelor of Art degree in relevant fields from a recognized educational institution. ii. At least 2 years of work experience in a similar telephone-based role. iii. Ability to multitask and responsive. iv. Completion of national service. v. Affable, energetic with a positive attitude. vi. Ability to work and relate well with all levels of stakeholders and a team player. vii. Ability to work under pressure while maintaining required performance standards. viii. Good listening skills. ix. Experience in the bottom-of-pyramid (BOP) industry is preferable. x. Fluent in English, Dagbani, Twi is a must. Knowledge of other local languages will be an advantage.
