Customer Care Officer

About the role

Join Epiroc’s Parts & Services Division in Obuasi as a Customer Care Officer, supporting mining and rock excavation sales and services. You will be the primary point of contact for customers, delivering timely information, resolving issues, and fostering long‑term relationships that drive growth and brand loyalty.

Key responsibilities

• Manage incoming customer communications via phone, email and face‑to‑face, providing accurate product and service information.
• Resolve complaints and concerns efficiently, ensuring customer satisfaction and goodwill.
• Maintain up‑to‑date knowledge of Epiroc’s mining equipment to offer expert assistance.
• Collaborate with service and sales teams to schedule appointments, track service requests and ensure seamless experiences.
• Gather and analyse customer feedback, presenting actionable insights to management.
• Record all interactions and generate performance reports using CRM tools, BPCS, M3 and Microsoft Office.
• Adhere to company policies, ethical standards and health‑safety regulations.

Required profile

• Bachelor’s degree in business administration, marketing, communications or a related field.
• 1‑3 years of customer service experience, preferably in mining equipment or a related industry.
• Fluent English; French is a strong advantage.
• Excellent interpersonal, problem‑solving and conflict‑resolution abilities.
• Willingness to travel locally and occasionally regionally.

Required skills

• Proficiency with CRM software.
• Experience using BPCS and M3 systems.
• Strong command of Microsoft Office Suite.