Customer Service Officer

Position Summary

Under the supervision of the Sales & Marketing Manager, the Customer Service Officer will be responsible for ensuring high quality customer service in project communities. The Customer Service Officer will manage service communities professionally and provide excellent customer services to NUMA vendors, kiosks and household customers. The Customer Service 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.

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 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

Other Responsibilities

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

Qualifications

Education***

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

Experience

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

WORKING CONDITIONS

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

Location:

This position is based in Wa, Ghana.

To apply for this Job: 

Please send cover letter, resume’, references and salary requirements to: hello@4ward.co

Please include the job location (Wa, Ghana) in your e-mail subject.