Customer Service Representative (Call Center)
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Job summary
The Customer Service Representative (CSR) is responsible for handling inbound and outbound customer interactions within a call center environment. The role focuses on resolving customer inquiries, complaints, and requests efficiently while delivering a high standard of service that enhances customer satisfaction and retention.
Min Qualification:
HND
Experience Level:
Mid level
Experience Length:
3 years
Language Requirement:
English
Working Hours:
Full Time - 9 to 5
Applicant Location:
Ghana
Job descriptions & requirements
Key Responsibilities
- Handle a high volume of inbound and outbound calls in a timely and professional manner
- Respond to customer inquiries regarding products, services, billing, and account information
- Resolve customer complaints effectively, ensuring first-call resolution where possible
- Escalate complex issues to the appropriate department when necessary
- Maintain accurate records of customer interactions in CRM systems
- Follow communication scripts, policies, and procedures while maintaining a natural and engaging tone
- Meet or exceed key performance indicators (KPIs)
- Conduct follow-ups with customers to ensure issue resolution and satisfaction
- Provide product and service information and identify upselling opportunities
- Adhere to company data protection and confidentiality standards
Qualifications & Requirements
- Minimum of HND or Bachelor’s Degree in a relevant field
- 1–3 years of experience in a call center or customer service environment
- Strong verbal and written communication skills
- Proficiency in CRM systems and call center software
- Good problem-solving and conflict resolution skills
- Ability to multitask in a fast-paced environment
Location: Accra
Salary: Attractive
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