Customer Support Associate

About the role

As a Customer Support Associate at Kofa, you will be the first point of contact for users of the company’s battery network, ensuring a smooth and satisfactory experience across multiple channels. You will handle a high volume of interactions, resolve inquiries, and collaborate with internal teams to maintain service quality.

Key responsibilities

• Respond promptly to customer inquiries via phone, email, chat, and in‑person, providing clear information about Kofa’s battery network and services.
• Manage a high volume of inbound and outbound interactions while maintaining excellent service standards.
• Troubleshoot and resolve customer complaints, escalating complex issues as needed.
• Educate customers on battery usage, network operations, safety protocols, and best practices.
• Maintain accurate records of interactions, transactions, and feedback in Kofa’s CRM system.
• Gather customer feedback to improve services and share insights with operations, technical, and product teams.
• Collaborate with technical and field teams to resolve operational challenges affecting customers.
• Assist customers in selecting appropriate battery solutions and guide them through onboarding when necessary.
• Ensure all interactions align with Kofa’s operational standards and safety guidelines.

Required profile

• Proven experience in customer service or call‑centre environment, preferably in technology, energy, or mobility.
• Strong interpersonal and communication skills with the ability to manage high‑volume interactions professionally.
• Familiarity with CRM software and basic troubleshooting techniques.
• Fluency in local languages such as Twi or Ga is an advantage.
• Ability to manage multiple tasks in a fast‑paced environment.
• Customer‑oriented mindset with problem‑solving skills.
• Diploma or bachelor’s degree in business administration, communications, or a related field is preferred.

Required skills

• CRM software
• Basic troubleshooting techniques