Customer Service Manager - Accra

Job Ad & Profile Description

Position : Customer Service Manager - Accra

Job Summary:

We are looking for a Customer Service Manager.

The Customer Service Manager will oversee the daily operations of the customer service department, ensuring that our customers receive outstanding service and support. This role involves managing a team of customer service representatives, developing and implementing customer service policies and procedures, and working closely with other departments to resolve complex customer issues.

Key Responsibilities:

• Lead, coach, and mentor a team of customer service representatives. Conduct regular performance reviews, provide ongoing training, and support career development for team members.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. Develop strategies to improve the overall customer experience and satisfaction.
• Create and implement customer service policies and procedures. Continuously assess and refine these policies to enhance service quality and efficiency.
• Monitor and analyze key performance indicators (KPIs) and customer feedback to identify trends, areas for improvement, and opportunities for service enhancement.
• Work closely with other departments, including Sales, Marketing, and Product Development, to address customer needs and feedback. Facilitate communication and cooperation to achieve company goals.
• Prepare and present regular reports on customer service metrics, team performance, and improvement initiatives to senior management.

Required profile for job ad : Customer Service Manager - Accra

Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).
• 5 years of experience in customer service, with at least 2 years in a managerial or supervisory role.
• Strong leadership and team management skills. Excellent communication and interpersonal abilities. Proficiency in customer service software and CRM systems. Ability to analyze data and generate actionable insights.

Attributes:

• Customer-focused mindset with a passion for delivering exceptional service. Problem-solving skills with a proactive approach. Adaptability and resilience in a fast-paced environment.

Job criteria for job ad : Customer Service Manager - Accra

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Job category :

Management - Marketing, communication - Services

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Industries :

Advice, audit, accounting - Banking, insurance, finance - Distribution, selling, wholesale - IT, software engineering, Internet - Marketing, communication, media

• Employment type : Permanent contract - Freelance - Part-time work
• Region : Greater Accra - International
• City : Accra

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Remote work :

Yes

• Experience level : 5 to 10 years - More than 10 years
• Educational level : Bachelor - Master - Doctorate
• Spoken language :

english > good level

• Number of Position(s) : 50

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Salary expectations :

> GH₵ 40,000

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Team management :

Yes

• Communication
• Business Administration
• Product Development
• Management
• Leadership
• Training
• Customer Service
• Marketing
• Sales Marketing
• Support

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