Customer Relations Manager

Customer Care Manager (F/M)

GVA GHANA is a telecom operator acting in the provision of very high-speed internet access. It builds, operates and markets its own fibre-to-the-home network under the CANALBOX brand. GVA launched its activities in 2017, and has since been operating in 10 countries (Gabon, Togo, Congo, Ivory Coast, Rwanda, Burkina Faso, Democratic Republic of Congo, Uganda, Nigeria) and 14 cities (Libreville, Port-Gentil, Lomé, Pointe-Noire, Brazzaville, Abidjan, Kigali, Rubavu, Ouagadougou, Bobo-Dioulasso, Kinshasa, Goma, Kampala, Cotonou).

As part of its expansion in Ghana, GVA is looking for a Customer Care Manager based in Accra.

Job Duties

The Customer Care Manager is responsible for structuring, developing and leading a team for supervising call center operations and handling customer requests and incidents in coordination with the other departments. He/she is responsible for ensuring compliance with customer paths, performance and quality indicators for handling customer cases, and customer satisfaction.

Tasks

1/ Management of the call center

• Monitor inbound and outbound calls operations and handle customer requests and complaints across all channels (calls, social network, shops)
• Participate in the drafting and updating of scripts and telephone pitches.
• Implement the service strategy through the management of efficient Call Centre operations, building and maintaining skilled resources in the provision of customer services and tele sales.
• Define the monthly roster

2/ Management of the sales back office team

• Recruit and manage a team
• Handle commercial requests (eligibility, relocations, router replacements, complaints, vouchers etc.)
• Bring support to level 1 technical incidents processing (changes of WIFI passwords, outage diagnosis)
• Handle digital and mail contacts (moderation of social networks, WhatsApp, emails)
• Manage contracts and orders (cancellations, terminations, renewals etc.)

3/ Customer case management and cross-functional coordination

• Manage and follow-up complex customer cases in coordination with the various “processing groups” (NOC, FTTH Operations, call centers, IT department)
• Coordinate field sales and technical teams to handle cases reported by the teams on the field
• Train the teams to the speeches and the procedures
• Target and send SMS notifications (network incidents and maintenance, etc.) and direct marketing messages (promotional operations, renewal push etc.) ; And monitor the reception of SMS .
• Manage the employee, corporate and VIP subscriber base
• Be the local referent for Processes & Quality

4/ Analysis and reporting

• Produce weekly and monthly reports on the handling of customer incidents and requests and call center operations
• Monitor performance and quality for all the call center and back office teams (SLAs, etc.)
• Contribute to the cross-functional improvement of business tools and processes

Required profile

• University Degree
• Experience of team management in call center/customer care/after-sales activities
• Knowledge of sub-Saharan Africa and the media/telecom sector
• Hands-on entrepreneurial spirit and focus on customer satisfaction
• Good listening and communication skills
• Rigour, analytical mind, organization, autonomy, initiative and problem-solving skills
• Fluency in English. The mastery of local languages would be seen as an advantage
• Proficiency in Microsoft Office suite
• Holder of a driving licence

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