Key Responsibilities:
- Supervise, coach, and support a multilingual customer service team.
- Monitor and evaluate team performance based on key KPIs (response time, customer satisfaction, resolution rate, etc.).
- Handle escalated customer inquiries in English, French, and Spanish, ensuring prompt and effective resolution.
- Conduct regular team meetings, training, and one-on-one performance reviews.
- Collaborate with other departments (e.g., Sales, Product, IT) to improve customer experience.
- Maintain up-to-date knowledge of company products, services, and processes.
- Assist in developing and updating customer service policies and procedures.
- Manage scheduling, attendance, and adherence to ensure adequate coverage across time zones/languages.
- Provide feedback and reporting to upper management on team performance and customer trends.
Requirements:
- Fluency in English, French, and Spanish (written and spoken) is mandatory.
- Proven experience in customer service, with at least 2-3 years in a team lead or supervisory role.
- Strong leadership, communication, and interpersonal skills.
- Proficiency with customer service tools (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
- Excellent problem-solving and conflict-resolution abilities.
- Ability to multitask and work in a fast-paced environment.
- Flexible and adaptable to changing processes and priorities.
- Bachelor’s degree or equivalent work e
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
