International Contact Center Representative
Easy apply
New
Job summary
The International Contact Center Representative is responsible for handling high volumes of inbound and outbound customer interactions via phone, email, and chat on behalf of ABPO's domestic and international client portfolio. The role holder will provide exceptional customer service by resolving complex issues, managing cross-border inquiries, driving sales and marketing campaigns, and maintaining a professional demeanor across diverse cultural contexts and time zones. Success in this role requires a high level of communication fluency, CRM proficiency, and the ability to consistently meet key performance indicators (KPIs).
Min Qualification:
Degree
Experience Level:
Mid level
Experience Length:
3 years
Language Requirement:
English
Working Hours:
Full Time - 8 to 5
Applicant Location:
Accra & Tema Region, Ghana
Job descriptions & requirements
Key Responsibilities:
Customer Service and Support
- Handle inbound and outbound customer service calls with professionalism and empathy.
- Serve as the primary point of contact for international customers, ensuring first-contact resolution wherever possible.
- Deliver high-quality assistance to customers from various international regions, meeting Company standards for professionalism and service excellence.
Sales and Marketing:
- Manage proactive outbound sales and marketing campaigns targeting for international customers based in the North America and USA.
- Identify and pursue cross-selling and upselling opportunities to add value to the customer experience and contribute to revenue targets.
- Achieve individual and team sales KPIs as set and communicated by management.
Issue Resolution:
- Identify, research, and resolve customer complaints, product queries, and technical issues efficiently and within agreed turnaround times.
- Escalate high-priority, complex, or unresolved matters to the appropriate department or supervisor with full documentation.
- Follow up with customers to confirm satisfactory resolution of escalated cases.
Information and Knowledge Management:
- Maintain an expert-level understanding of ABPO's products, services, client-specific policies, international shipping procedures, and regional promotions.
- Stay updated on client updates, product changes, and procedural revisions through regular briefings and training.
Documentation and CRM Management
- Accurately log all customer interactions, feedback, complaints, and actions taken into the designated CRM system in real time.
Cultural Competency and Communication
- Adapt communication styles to bridge cultural gaps and ensure a seamless experience for customers from different regulatory environments and language backgrounds.
Operational Standards:
- Adhere to all Company quality standards, call scripts, technical specifications, and compliance requirements at all times.
- Maintain punctuality, attendance, and conduct in line with the Company's Code of Ethics and Staff Handbook.
- Actively participate in team meetings, training sessions, and performance review processes.
Qualifications and Experience:
Minimum Requirements
- Education: Bachelor's degree in Marketing, Business Administration, Communications, or a related field. A Higher National Diploma (HND) with relevant experience may be considered.
- Experience: 1-3 years of experience in a call center, customer service, or customer-facing role, preferably in an international, BPO, or e-commerce environment.
- Language: Fluency in English (written and verbal) is mandatory.
Added Advantage:
- Prior experience handling USA or European customer accounts.
- Familiarity with BPO compliance standards and international data privacy regulations.
Technical Skills and Proficiency:
- CRM System
- Microsoft office Suite
- Data entry and record Management
Core Competencies:
Competency
- Active Listening
- Communication Excellence
- Patience and Resilience
- Problem-Solving
- Time Management
- Cultural Competency
- Accountability
- Team Collaboration
Key Performance Indicators (KPIS):
Performance in this role will be assessed against the following indicators, which will be reviewed monthly and formally appraised quarterly:
KPI Description
- Customer Satisfaction Score (CSAT) Post-interaction customer rating of service quality.
- Quality Assurance Score (QA) Internal call/interaction quality score assessed by the QA team.
- Sales Conversion Rate Percentage of outbound contacts that result in a successful sale or upsell.
- Schedule Adherence Percentage of time the agent is logged in and available as per the assigned shift schedule.
- Documentation Accuracy Accuracy and completeness of CRM records and interaction logs.
Remuneration and Benefits:
Benefit Details:
- Gross Monthly Wage GHS 3,000.00 (paid on hourly basis)
- Performance Bonus Discretionary, based on individual and team KPI achievement
- SSNIT Contributions Employer 13% / Employee 5.5% of basic salary, remitted monthly
- Annual Leave 15 working days per year after 12 months of continuous service
- Career Progression Clear pathways to Team Lead, Quality Assurance, or Senior Representative roles
- Training and Development Ongoing product, soft skills, and compliance training provided
Location: Airport residential Area, Accra, Ghana (On-site)
Salary: Attractive
Important safety tips
- Do not make any payment without confirming with the Jobberman Customer Support Team.
- If you think this advert is not genuine, please report it via the Report Job link below.
