Job Summary

Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

  • Minimum Qualification: Degree
  • Experience Level: Senior level
  • Experience Length: 2 years

Job Description/Requirements

Profile Introduction:

MSport is an international online betting platform, which is currently operating in Nigeria, Ghana, and Uganda. With the sustained growth of MSport, we are looking for Customer Service Manager who are good at handling Chats, E-mails, Calls and Social Media inquiries & complaints and always paying attention to the Customers and understanding the Customer’s needs, and also has strong leadership skills in terms of teaching, guiding, coaching and developing staff.

Responsibilities:

  • Provides daily direction and communication to employees so that customer service calls/live chats are answered in a timely, efficient and knowledgeable manner.
  • Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
  • Provides statistical and performance feedback and coaching on a regular basis to each team member.
  • Writes and administers performance reviews for skill improvement.
  • Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
  • Ensures employees have appropriate training and other resources to perform their jobs.
  • Responds to and resolves employee relations issues expressed by team members.
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
  • Addresses disciplinary and/or performance problems according to company policy.
  • Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
  • Assists the customer service leader with daily operation of all the call center branches to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
  • Works as a member/leader of special or ongoing projects that are important to area/process improvement.
  • Shares continual responsibility for deciding how to manage the employees, ensuring calls/live chats/emails/facebook dm/twitter dm are handled efficiently and effectively.
  • Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
  • Uses appropriate judgment in upward communication regarding department or employee concerns.
  • Understand that they are leading a Team, thus, who has to understand their Team.
  • Understand Customer Care and is capable of acquiring Feedback from the Customer’s Needs.
  • Be capable of Tracking and Making Reports.


Qualification and Requirements:

  • At least 2 years and above equivalent experience.
  • Minimum of two years of leadership experience required.
  • Strong leadership skills in terms of teaching, guiding, coaching and developing staff.
  • Must have a sense of urgency and meet deadlines through effective decision making and problem solving.
  • Effective communications skills are required (oral, written, computer).
  • Excellent customer service skills are necessary along with the ability to create and maintain effective relationships with internal and external customers.
  • Ability to adapt to change and implement change initiatives is critical.
  • Consistent high level of performance and achievement over career span.


Job Requirements

Skills:

Competencies

1. Communication Proficiency.

2. Customer/Client Focus.

3. Proficiency with MS Excel

4. Leadership.

5. Proactive

6. Organizational Skills.

7. Performance Management.

8. Problem Solving/Analysis.

9. Proficiency with Zendesk/Freshdesk/PBX systems.


How to Apply

If you are qualified and up to the challenge send your Resume and Cover Letter to hr-ghana@msport.com

Please note that only qualified candidates will be contacted.

We are an Equal Opportunity Employer


Remuneration:

Total Consolidated Monthly Salary 3800 GHS

You will be paid a salary as per the below:

Basic Salary 2660 GHS

Performance Salary 1140 GHS

Please Note: Final Performance Salary According to Staff KPI Score. Final Performance

Pay=performance salary*KPI score.

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