Customer Service Representative

Customer Service Representative

Company: WAGCOL
Location: Accra, Ghana
Employment Type: Full-Time

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About WAGCOL

WAGCOL is committed to delivering quality products and services while building strong, lasting relationships with its customers. The company recognises that excellent customer service plays a vital role in business growth, customer satisfaction, and long-term success.

As the company continues to strengthen its customer relationships and service delivery, WAGCOL seeks a friendly, proactive, and customer-focused Customer Service Representative to join its team in Accra.

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Job Summary

The Customer Service Representative will serve as a key point of contact between WAGCOL and its customers. The successful candidate will respond to customer enquiries, resolve complaints, provide accurate product and service information, and support sales activities to enhance the overall customer experience.

This role requires excellent communication skills, a positive attitude, strong problem-solving abilities, and a genuine commitment to customer satisfaction. The ideal candidate will handle customer interactions professionally, identify opportunities to improve service delivery, and help strengthen customer loyalty.

Key Responsibilities

1. Customer Support and Enquiry Management

• Respond promptly and professionally to customer enquiries through telephone calls, emails, messaging platforms, and other approved communication channels.
• Provide accurate information about the company’s products, services, pricing, and relevant procedures.
• Assist customers with orders, service requests, product enquiries, and general concerns.
• Listen actively to customers, understand their needs, and recommend appropriate solutions.
• Follow up on unresolved enquiries to ensure timely resolution and customer satisfaction.
• Maintain a courteous, helpful, and professional approach during every customer interaction.

2. Complaint Resolution

• Receive, investigate, and resolve customer complaints in line with company policies and procedures.
• Identify the root causes of recurring customer issues and recommend practical solutions.
• Escalate complex complaints to the appropriate departments or supervisors when necessary.
• Communicate resolution steps clearly and keep customers informed of progress.
• Maintain accurate records of complaints, resolutions, and follow-up actions.
• Handle challenging customer interactions calmly while protecting the company’s reputation.

3. Sales and Customer Relationship Management

• Support sales activities by identifying customer needs and recommending suitable products or services.
• Follow up with prospective and existing customers to encourage enquiries, repeat purchases, and long-term relationships.
• Identify opportunities to cross-sell or upsell relevant products and services where appropriate.
• Maintain positive relationships with customers through consistent communication and reliable service.
• Support the sales team in meeting customer requirements and achieving business objectives.
• Gather customer feedback and share useful insights with management to improve products and services.

4. Documentation and Reporting

• Maintain accurate and up-to-date customer records using approved systems and databases.
• Record customer enquiries, complaints, transactions, and follow-up activities.
• Prepare routine customer service reports and highlight recurring issues or service gaps.
• Use Microsoft Office applications and customer communication platforms to manage daily responsibilities efficiently.
• Protect confidential customer information and comply with company policies on data handling.
• Support administrative activities that contribute to efficient customer service operations.

5. Service Improvement and Team Collaboration

• Work closely with the sales, operations, and administrative teams to address customer needs.
• Share customer feedback and recommend improvements to service delivery.
• Follow established service standards, policies, and procedures.
• Meet agreed customer response times and service performance targets.
• Stay informed about company products, services, and updates to provide accurate customer information.
• Participate in team meetings, training sessions, and continuous improvement initiatives.

Requirements and Qualifications

• An HND, diploma, or bachelor’s degree in Business Administration or a related field.
• Two to three years of sales experience, preferably in customer service, sales support, retail, or a client-facing role.
• Strong verbal and written communication skills.
• Excellent customer service, interpersonal, and relationship management skills.
• Demonstrated problem-solving abilities and the capacity to handle customer complaints professionally.
• Proficiency in Microsoft Office applications, particularly Word, Excel, and Outlook.
• Familiarity with customer communication platforms, CRM systems, email, and telephone support tools.
• Strong organisational skills and attention to detail.
• Ability to manage multiple enquiries, prioritise tasks, and meet deadlines.
• A positive attitude, patience, empathy, and a strong commitment to customer satisfaction.
• Ability to work independently and collaborate effectively with colleagues.
• Professional conduct, integrity, and the ability to handle confidential information responsibly.

Key Competencies

• Customer relationship management
• Effective communication and active listening
• Complaint handling and conflict resolution
• Sales support and customer retention
• Problem-solving and decision-making
• Time management and organisation
• Digital communication and record-keeping
• Teamwork and collaboration
• Professionalism and attention to detail

Key Performance Indicators (KPIs)

Performance in this role will be assessed using the following indicators:

• Customer satisfaction: Deliver positive customer experiences and maintain strong customer relationships.
• Response time: Respond to customer enquiries promptly and efficiently.
• Complaint resolution: Resolve customer concerns accurately and within agreed timelines.
• Customer retention: Support repeat business and strengthen customer loyalty.
• Service quality: Maintain professional communication and accurate customer records.
• Sales support: Contribute to sales opportunities and customer engagement.
• Team collaboration: Coordinate effectively with internal departments to resolve customer issues.

What WAGCOL Offers

• The opportunity to contribute to a customer-focused organisation.
• A professional working environment that encourages teamwork and continuous improvement.
• Opportunities to develop customer service, communication, and sales skills.
• Exposure to customer relationship management practices and business operations.
• The opportunity to make a meaningful contribution to customer satisfaction and business growth.

How to Apply

Apply online by clicking the application button

Application Deadline: 6 November 2026

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