24/7 Customer Service Officer (Shift-Based)
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Job summary
We are hiring a 24/7 Customer Service Officer to provide live chat, email and ticket support to users on our digital gaming platform. The role involves resolving account and payment issues, escalating technical cases, maintaining service records, and supporting customers across rotational shifts including nights, weekends and public holidays.
Min Qualification:
Diploma
Experience Level:
Mid level
Experience Length:
3 years
Language Requirement:
English
Working Hours:
Full Time - Rotating Schedule
Applicant Location:
Ghana
Job descriptions & requirements
Key Responsibilities
- Provide 24/7 customer support through live chat, email and ticketing systems.
- Respond to customer inquiries related to accounts, login issues, recharge transactions and gameplay guidance.
- Assist customers with payment issues such as delayed transactions or incorrect recharge records.
- Escalate complex technical issues, bugs or system errors to the relevant internal teams.
- Maintain accurate service records in the ticketing system.
- Support monitoring of inappropriate user behaviour within communities when required.
- Handle urgent incidents such as service interruptions or system failures according to escalation procedures.
- Assist in updating FAQs and improving customer service processes.
- Support team leaders during peak periods or emergencies when necessary.
Job Requirements
- Diploma or Bachelor's degree in any discipline (Business Administration, Communication, IT or related fields preferred).
- At least 1–2 years experience in customer service, call centre operations, live chat support, or online service environments.
- Experience in telecom, fintech, online gaming or digital platforms is an advantage.
- Must be willing to work rotational shifts including night shifts, weekends and public holidays as part of a 24/7 support operation.
- Strong written and verbal communication skills in English.
- Ability to respond professionally and calmly to customer inquiries and complaints.
- Basic computer literacy and ability to use ticketing systems and online service platforms.
- Preferred typing speed of at least 40–50 WPM.
- Strong attention to detail and ability to follow service procedures accurately.
- Customer-focused mindset with strong service awareness.
- Able to work independently during night shifts and collaboratively within a team environment.
- Interest in online games or digital entertainment platforms is an advantage.
- Strong awareness of confidentiality and responsibility when handling customer information.
- Comfortable working in an online gaming and digital entertainment service environment.
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