Izwe Africa Group has strong operating entities in Ghana, Kenya and Zambia, supported by South Africa and our head office in Mauritius. We have a solid reach and are perfectly positioned for growth and expansion on all frontiers<\/p>\n
Job Description<\/strong><\/p>\n Position Available:\u00a0Customer Service Manager<\/strong><\/p>\n Description<\/strong><\/p>\n \u2022 Responsible for setting the customer service department strategy in alignment with the company\u2019s objectives. Qualification Required & Experience<\/strong><\/p>\n Requirements \/ Skills<\/p>\n \u2022 Bachelor\u2019s degree in Business Administration or equivalent Six-Sigma certification (an added advantage) Location:<\/strong>\u00a0Accra<\/p>\n How To Apply<\/strong><\/p>\n All applicants should forward their application letters and CVs to:\u00a0ghanavacancies1@gmail.com\u00a0\/\u00a0careers@izweghana.com<\/strong><\/p>\n Closing Date:<\/strong>\u00a024 February, 2022<\/p>\n","protected":false},"excerpt":{"rendered":" Izwe Africa Group has strong operating entities in Ghana, Kenya and Zambia, supported by South Africa and our head office in Mauritius. We have a solid reach and are perfectly…..<\/p>\n","protected":false},"author":6721,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[150],"tags":[],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p2nO32-gPk","_links":{"self":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/64686"}],"collection":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/users\/6721"}],"replies":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/comments?post=64686"}],"version-history":[{"count":0,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/64686\/revisions"}],"wp:attachment":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/media?parent=64686"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/categories?post=64686"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/tags?post=64686"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\n\u2022 Responsible for directing the customer service department including the quality assurance section.
\n\u2022 Responsible for working to optimise operations, improve quality, customer experience and drive cost reduction initiatives.
\n\u2022 Responsible for ensuring that all customer Issues are being handled and solved in the most professional manner.
\n\u2022 Responsible for training and following-up closely on all the CS agents ensuring implementing the appropriate ways to deal with all situations (clients and internal operation).
\n\u2022 Responsible for grasping completely all the customer-related operational processes to be able to coordinate properly with the different departments and report and\/or propose ways to enhance.
\n\u2022 Responsible for setting communication procedures, guidelines, and policies and making sure they are always being implemented and maintained.
\n\u2022 Responsible for researching and identifying the new and most efficient customer service trends, in addition to software and\/or platforms upscaling the know-how
\n\u2022 Responsible for developing and guiding a customer service department that is of top-notch standards
\n\u2022 Responsible for retaining customers through the direct channels of customer service
\n\u2022 Responsible for setting and modifying the rules of the company\u2019s CS manual\/policy in a way that would meet customer and business needs
\n\u2022 Responsible for participating in the recruitment and back-up planning of potential customer service agents
\n\u2022 Responsible for coordinating with the operations and commercial team to bring light to different customer service issues
\n\u2022 Responsible for developing and implementing a strategy to attract and retain customers
\n\u2022 Responsible for any other task that the supervisor may assign<\/p>\n
\n\u2022 Experience in the digital industry is a plus. (Preferably in eCommerce businesses, or digital-led start-ups).
\n\u2022 Experience in implementing and utilizing service-related software. solutions (e.g., Ticketing system, CRM, Online Chat, Call Center etc.)
\n\u2022 Strong communication and organisation skills.MS\/Office Platforms
\n\u2022 Problem solving skills
\n\u2022 Process-oriented, analytical, and tech-savvy
\n\u2022 Ability to lead and work in a fast-paced environment..
\n\u2022 Knowledge of six-sigma<\/p>\n