Customer Service Agent

About the role

We are looking for a Customer Service Agent to handle frontline queries from our SME clients in Ghana. You will use ONE’s Service Cloud and self‑service tools to resolve issues, guide customers and support the ONECare and Key Accounts segments.

Key responsibilities

• Provide prompt responses to service queries received via Service Cloud and other channels, following SOPs.
• Assist clients with import and export tasks, offering premium care to Key Accounts.
• Promote and educate customers on self‑service and e‑commerce tools to increase automation.
• Ensure compliance with company policies and share feedback for tool improvement.
• Collaborate with the Customer Service and Sales teams, escalating cases when necessary.

Required profile

• Entry‑level to mid‑level experience (1‑5 months listed, but intermediate level preferred).
• Strong interest in shipping and logistics sector.
• Excellent communication skills in English.
• Ability to work independently and maintain high service quality.

Required skills

• Experience with Service Cloud (Salesforce) or similar ticketing platforms.
• Basic knowledge of DG shipment processing (certification preferred).
• Digital aptitude and familiarity with self‑service e‑commerce tools.