Customer Care Manager

About the role

GVA Ghana, a telecom operator providing very high-speed internet via its own fibre-to-the-home network under the CANALBOX brand, is looking for a Customer Care Manager based in Accra. The manager structures, develops and leads a team that supervises call centre operations and handles customer requests and incidents in coordination with other departments, while ensuring compliance with customer paths, performance and quality indicators and customer satisfaction.

Key responsibilities

• Manage the call centre: monitor inbound and outbound calls, handle requests and complaints across calls, social networks and shops, help draft scripts and telephone pitches, define the monthly roster and build a skilled customer service and telesales team.
• Manage the sales back office team: recruit and manage staff, handle commercial requests (eligibility, relocations, router replacements, complaints, vouchers), support level 1 technical incidents, moderate digital and mail contacts, and manage contracts and orders.
• Follow up complex customer cases with NOC, FTTH operations, call centres and IT, coordinate field sales and technical teams, train them on scripts and procedures, send and monitor SMS and direct marketing messages, and manage the employee, corporate and VIP subscriber base.
• Act as the local referent for processes and quality, and produce weekly and monthly reports on incident handling and call centre operations.
• Monitor SLAs and performance and quality for call centre and back office teams, and contribute to improving business tools and processes.

Required profile

• University degree.
• Experience managing a team in call centre, customer care or after-sales activities.
• Knowledge of sub-Saharan Africa and the media/telecom sector.
• Fluency in English; knowledge of local languages is an advantage.
• Driving licence.

Required skills

• Proficiency in the Microsoft Office suite.
• Good listening and communication skills.
• Analytical mind, organisation, autonomy, initiative and problem-solving skills.