Technical Officer - Customer Service


Company 4Ward Develop...
Industry Drinking Wate...
Category Customer Serv...
Location Wa & Upper We...
Job Status Full-time
Salary GH¢ 
Education Bachelor̵...
Experience 2 years
Job Expires Jun 11, 2023
Contact ...

Company Profile

4Ward Development International is a well-established safe water business with business subsidiaries in Ghana, Sierra Leone, Uganda and Zambia that provide safe water services at District Wide Scale. Our purpose is to empower our customers in rural Africa to reclaim their time, discover economic opportunities, and live healthier lives by providing safe, convenient, reliable, affordable water services. Our Niche is to provide professional safe water products and service delivery to customers in rural and peri-urban water markets. The company urgently seeks a Finance Manager to assist in executing key financial and HR obligations within the company’s offices in Ghana, Sierra Leone, Uganda and Zambia as part of a multinational team.

Job Description

  • Reports To: Sales & Marketing Manager, Northern Operations
  • Department/Group: Sales & Marketing Northern Operations
  • Travel Required:12-16 Weeks Per Year in Ghana
Position Summary
Under the supervision of the Sales &Marketing Manager, the Customer Relations Officer will be responsible for ensuring high quality customer service in project communities. The Customer Relations Officer will manage service communities professionally and provide excellent customer services to NUMA vendors, kiosks and household customers. The Customer Relations Officer will also promote and uplift the NUMA brand as a service-oriented company.
The CSO will join the Northern Operations Sales & Marketing team and report to the Sales & Marketing Manager for Northern Operations. 

Time Allocation of Responsibilities
  • Engage with current, past and future Numa customers to learn from and encourage them to buy/buy more water
  • Visit NOW and Kiosks customers in ways that drive sales and improve customer satisfaction
  • Generate water tokens through POS machines to vendors and Now customers 
  • Resolve customer issues and complaints are timely.
  • Conduct customer feedback on service delivery and recommend ways to improve service delivery
  • Analyze data from water sales to identify immediate areas of need and implement appropriate strategies to address them
  • Participate in or embark on community engagements/meetings, WaSH Trainings and promotional activities
  • Provide support and training to vendors to effectively increase their sales of NUMA water and expand their overall income as business people in their communities
  • Participate in and contribute to research project initiated by 4Ward Ghana to improve service delivery
Key Expected Results 
  • Effective planning for the implementation of sales strategy and activities.
  • Evolve market research to create value for customers and differentiate support that clearly map to vendor and customer satisfaction needs.
  • Facilitate in group and individual trainings/ meeting/ discussions for vendors, communities and customers 
  • Effective communication and networking achieved through partnership and collaboration with key people within the communities
  • Progress reports and work plans timely prepared

Required Skills or Experience


  • Minimum qualification of first degree in sales and marketing, social sciences, community development or other related field


  • At least 2 years’ experience in a customer service-related role, sales or community development 

Preferred Skills and competencies

  • Knowledge of trends and regulations in their specific industry to be able to inform and educate clients.
  • Advanced sales and customer service skills.
  • Ability to analyze consumer data to optimize sales efforts.
  • Ability to effectively communicate with clients and staff members
  • Problem-solving and conflict resolution skills.
  • Excellent leadership and coaching abilities
  • Build relationships and collaborate with clients and team members
  • Communicate effectively in English and local dialect
  • Group Facilitation and Training skills
  • Demonstrate a positive and customer-friendly attitude
  • Display excellent interpersonal communication skills
  • Can effectively and efficiently complete tasks online and with Microsoft Office and other platforms

Work Environment: Office – Field Office Environment; Must be willing to relocate Wa in the Upper West Region
Travel Requirements May be required to travel up to 90% of normal schedule. Should be able to ride a motor bike
***Equivalent education, training and/or certification may be substituted for experience and education shown above 

How To Apply

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