JOB DESCRIPTION
Responsibilities:
- Lead, mentor, and manage the day-to-day operations of the Customer Service team.
- Train and develop team members to ensure they have the tools and knowledge to perform at their best.
- Act as an escalation point for complex or high-priority customer issues, working closely with customers to resolve concerns efficiently.
- Monitor customer interactions and feedback to identify trends, opportunities for improvement, and potential areas of innovation.
- Work with cross-functional teams (Sales, Marketing, Design, and Operations) to ensure customer expectations are met and exceeded.
- Develop and implement best practices for customer service processes and workflows.
- Analyze customer service metrics to track team performance and customer satisfaction, providing regular reporting to leadership.
- Drive initiatives to enhance customer loyalty, satisfaction, and retention.
- Create and maintain detailed customer service documentation, FAQs, and knowledge base content.
- Foster a positive, solution-oriented work environment, ensuring the team feels supported and empowered.
Qualifications:
- 5+ years of experience in customer service, with at least 2 years in a leadership or managerial role.
- Strong experience managing a team and fostering a collaborative, customer-centric culture.
- Excellent communication skills, both written and verbal, with the ability to engage clients and teams effectively.
- Strong problem-solving and conflict resolution skills.
- Ability to work under pressure and manage multiple priorities in a fast-paced environment.
- Familiarity with customer service platforms and CRM tools.
- A passion for delivering exceptional service and building lasting client relationships.
- Prior experience in a creative or design-driven environment is a plus.
- Strong organizational skills and attention to detail.
- Willingness to work US business hours.
- Required language(s): English
Salary
Competitive
Monthly based
Location
, East Gonja Municipal District, Savannah Region, Ghana, Savannah Region, Ghana
Job Overview
Location
, East Gonja Municipal District, Savannah Region, Ghana, Savannah Region, Ghana