Customer Service Representative (FMM Ghana)

Overview

The Ghana Customer Service Representative will manage customer interactions for FMM's operations in Ghana, ensuring high levels of client satisfaction. The role involves providing direct support, troubleshooting customer issues, and working closely with local operations to improve service delivery.

Key Responsibilities

• Serve as the primary contact for FMM clients in Ghana, handling all customer inquiries and support requests.
• Resolve customer issues efficiently, escalating more complex matters to the appropriate department when necessary.
• Maintain and update customer service records, ensuring accurate documentation of client interactions.
• Collaborate with the Ghana Operations Representative to improve service delivery and client satisfaction.
• Gather, analyze, and report on customer feedback to identify service gaps and recommend solutions.
• Assist with onboarding new clients and educating them on FMM's services and platforms.
• Proactively communicate with customers to ensure a smooth service experience.
• Keep updated on product and service changes to provide the best possible support.

Requirements

• 3+ years of experience in a customer service role, ideally in the tech, entertainment, or creative sectors.
• Proven ability to handle customer inquiries and complaints effectively, with a focus on customer satisfaction.
• Excellent communication and problem-solving skills.
• Familiarity with customer service software and CRM systems (e.g., Zendesk, Freshdesk).
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• Knowledge of the local market and customer behavior in Ghana is a plus.
• Positive attitude with a customer-centric approach.