Job Description

• TEAM: Operations
• REPORTS TO: Chief Operating Officer
• LOCATION: Based in Tamale
• CONTRACT TERMS: 1 year Fixed Term Contract Subject to Renewal

A social enterprise that aims at reducing the burden of sanitation-related diseases by promoting hygienic latrines to households. To effectively implement this objective, there is the need to have a Call Centre Operator to facilitate interactions with customers, prospects and the general public.

The Call Centre Operator (CCO) will be a member of the primary contact team and will be responsible for providing guidance to prospects on the acquisition of the products, customer onboarding and following up on payment from our credit customers.

• Answering or making calls to clients to learn about and address their needs, complaints or other issues with products or services.
• Responding promptly, efficiently and accurately to customers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Taking ownership of customer complaints, queries and issues and working with internal teams to satisfactorily resolve these.
• Contacting, persuading and leading customers with overdue accounts to regularise their status.
• Build lasting relationships with clients and other team members based on trust and reliability..
• Document all customer interactions, manage and update customer databases as required.
• Other duties as assigned

Required Skills or Experience

• Any HND, BSc or BA degree
• At least 2 years of work experience in a similar telephone-based role
• Experience in bottom-of-pyramid (BOP) industry is preferable
• Fluent in English, Dagbani and Twi is a must

ATTRIBUTES WE LOOK FOR

•  Ability to collaborate and thrive in a team environment where ideas build on one another.
•  Ability to handle stressful situations while maintaining professional orientation and high standards.
•  Ability to multi-task with very minimal mistakes.
•  Ability to self-motivate and goal-oriented.
•  Able to work in a multi-cultural team and open to new ideas.
•  High level of empathy, patience and stamina.
•  Demonstrate honesty, integrity, and a strong work ethic.
•  Confident and highly organized.
•  Superior listening, verbal, and written communication skills.
•  High level of commitment to organization’s values and objectives.
•  Proficient in relevant computer applications, data entry and typing.
•  Knowledge of customer service practices and principles.
•  Good interpersonal relationships and customer service (staff and customer focus).
•  Willingness to take on additional areas of responsibility relevant to the role