Leader Support Specialist| Accra-Ghana| Regular (Full-time)| 40 Hours/Week

The purpose of the Global Services Department is to help others come unto Christ by serving members, leaders, and employees globally in a simple and efficient way. The purpose of this position is to be a point of contact to support Bishops, Ward and Stake Clerks with their questions and challenges. This support will be provided through a contact center type of environment. This position receives calls, messages and emails through the support system to answer inquiries from leaders. They are to use their knowledge, systems and help from the collaboration cloud (GSD and Area personnel) to resolve all issues. They are expected to provide complete resolution and show ownership with Christlike service. This is a professional entry level individual contributor role.

Act as the point of contact and serves as an advocate for ecclesiastical leaders in their assigned area and language (Bishops, ward and stake clerks).

Responsible for responding to calls, messages or emails received from ecclesiastical leaders and provide education on new systems and processes as applicable.

Seek to understand leader challenges and analyze the best way to resolve all issues completely and timely with little help.

Appropriate use and contact with the Collaboration Cloud to provide a stronger specialized knowledge to meet ecclesiastical leader’s needs.

Assist in resolving technical, processes and administrative enquiries via phone and email.

May assist in creating specific training and self- help material for them.

Provide input into process, procedures, systems, and training improvements, based on feedback from leaders.

Look for ways to improve processes and provide feedback to the Area Leader Support Manager.

Work with the Global Services Department (GSD) and Area personnel as needed. as needed.

Must be a member of the Church and worthy of a temple recommend.

Minimum of bachelor’s degree required (Business, Communication or related degrees preferred).

Should have 1 year of applicable work experience in a contact center environment, or a combination of education and applicable experience of 5 years.

Strong listening skills to understand the customers’ needs and know how to help them.

Good customer focused approach to finding solutions and working with leaders.

Ability to provide feedback on processes to help make changes and improvements.

Preferred: Experience with a Customer Relationship Management system with Service Now

Knowledge of Church organization and leaders’ responsibilities an advantage

Must understand and be able to use Microsoft Office Applications.

Ability to Speak French would be an added advantage.