Job Summary

The Customer Service Manager is responsible for planning/executing digital and physical marketing activities firstly in Ghana to ensure that Mirron is a strong organization with programmatic vision and results that align with Mirron’s mission and strategic plan. You will have significant internal and external facing responsibilities ranging from helping new and exist users in Mirron to driving improvements in Mirron’s presence by planning effective communication within Mirron ecosystem. The Customer Service Manager will work closely with regional support teams in Ghana and Japanese Project leaders to chart the region’s future growth and strategic response to an ever- increasing demand for Mirron services.

  • Minimum Qualification: Diploma
  • Experience Level: Management level
  • Experience Length: 3 years

Job Description/Requirements

About Mirron

Mirron is a cutting-edge service created to lead African beauty trends and make African fashion a global stunner. We support every modern woman to be beautiful, confident and enjoy life, especially for African. We provide beauty tips for glowing skin, hairstyles, makeup ideas and much more for you.

Mirron connects hair salons/hair stylists and customers using digital technology via Android and iOS app to assist a better deal in terms of customer attraction, word-of- mouth review and price comparison. With 5,000+ stylists and 3,000+ users registered in the app so far in Ghana and Nigeria, we are well on relaunch with "Booking function" in April 2021 with a focus on capital cities such as Accra, Kumasi, Takoradi, Lagos and Abuja.


About the role

The Customer Service Manager is responsible for planning/executing digital and physical marketing activities firstly in Ghana to ensure that Mirron is a strong organization with a programmatic vision and results that align with Mirron’s mission and strategic plan. You will have significant internal and external facing responsibilities ranging from helping new and existing users in Mirron to driving improvements in Mirron’s presence by planning effective communication within the Mirron ecosystem. The Customer Service Manager will work closely with regional support teams in Ghana and Japanese Project leaders to chart the region’s future growth and strategic response to an ever-increasing demand for Mirron services.


Key Responsibilities

  • Plan/execute customer service contents with the regional team in Ghana and board members in Japan
  • Arranging a customer support center to reply to the queries by users and to approach potential users with clear service guidance
  • Outbound customer service to follow up for existing user in Mirron by phone call, email. Whatsapp and SMS messages.
  • Execute all necessary task and action on your own or with your team to achieve targeted KPIs



Key Performance Indicators

  • Customer Service Manager has to achieve their weekly/monthly KPIs for each customer service activities with team.
  • Specific number set by each customer service activities (e.g., the number of phone call, targeted followers etc.)

Team and Reporting Structure

  • Working closely with regional team in Ghana
  • Reporting to the board members in Japan

Location

  • Accra office in Ghana and remote

Employment Status

  • Full-time Job

Required

  • Proven sales / customer service skill
  • Experience of 3+ years in a customer service / sales department
  • Excellent written and oral communication skills in English
  • Excellent problem-solving skills, proposal writing and budgeting skills
  • Sufficient Ability to use online business communication tools such as Slack, Google Drive, Zoom etc.

Desirable

  • Digital Friendly
  • Sincere and earnest.
  • Proficiency in the beauty industry (hair care, cosmetic etc.)
  • Women entrepreneur
  • Self-learner

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