International Contact Center Representative

AI summary

Handle inbound and outbound customer interactions via phone, email, and chat for international clients. Resolve issues, drive sales, and maintain CRM records. Requires degree and 3 years experience.

• Mid-level role requiring 3 years experience
• Full-time position in Accra & Tema Region, Ghana
• Must be fluent in English with CRM proficiency

Description

Find a Job + + + + Search International Contact Center Representative African Business Process Outsourcing Limited Customer Service & Support Today Easy apply New Accra & Tema Region Full Time IT & Telecoms Confidential Share link Share on WhatsApp Share on LinkedIn Share on Facebook Share on Twitter Share via SMS Job summary The International Contact Center Representative is responsible for handling high volumes of inbound and outbound customer interactions via phone, email, and chat on behalf of ABPO's domestic and international client portfolio. The role holder will provide exceptional customer service by resolving complex issues, managing cross-border inquiries, driving sales and marketing campaigns, and maintaining a professional demeanor across diverse cultural contexts and time zones. Success in this role requires a high level of communication fluency, CRM proficiency, and the ability to consistently meet key performance indicators (KPIs). Min Qualification: Degree Experience Level: Mid level Experience Length: 3 years Language Requirement: English Working Hours: Full Time - 8 to 5 Applicant Location: Accra & Tema Region, Ghana Job descriptions & requirements Key Responsibilities: Customer Service and Support Handle inbound and outbound customer service calls with professionalism and empathy. Serve as the primary point of contact for international customers, ensuring first-contact resolution wherever possible. Deliver high-quality assistance to customers from various international regions, meeting Company standards for professionalism and service excellence. Sales and Marketing: Manage proactive outbound sales and marketing campaigns targeting for international customers based in the North America and USA. Identify and pursue cross-selling and upselling opportunities to add value to the customer experience and contribute to revenue targets. Achieve individual and team sales KPIs as set and communicated by management. Issue Resolution: Identify, research, and resolve customer complaints, product queries, and technical issues efficiently and within agreed turnaround times. Escalate high-priority, complex, or unresolved matters to the appropriate department or supervisor with full documentation. Follow up with customers to confirm satisfactory resolution of escalated cases. Information and Knowledge Management: Maintain an expert-level understanding of ABPO's products, services, client-specific policies, international shipping procedures, and regional promotions. Stay updated on client updates, product changes, and procedural revisions through regular briefings and training. Documentation and CRM Management Accurately log all customer interactions, feedback, complaints, and actions taken into the designated CRM system in real time. Cultural Competency and Communication Adapt communication styles to bridge cultural gaps and ensure a seamless experience for customers from different regulatory environments and language backgrounds. Operational Standards: Adhere to all Company quality standards, call scripts, technical specifications, and compliance requirements at all times. Maintain punctuality, attendance, and conduct in line with the Company's Code of Ethics and Staff Handbook. Actively participate in team meetings, training sessions, and performance review processes. Qualifications and Experience: Minimum Requirements Education: Bachelor's degree in Marketing, Business Administration, Communications, or a related field. A Higher National Diploma (HND) with relevant experience may be considered. Experience: 1-3 years of experience in a call center, customer service, or customer-facing role, preferably in an international, BPO, or e-commerce environment. Language: Fluency in English (written and verbal) is mandatory. Added Advantage: Prior experience handling USA or European customer accounts. Familiarity with BPO compliance standards and international data privacy regulations. Technical Skills and Proficiency: CRM System Microsoft office Suite Data entry and record Management Core Competencies: Competency Active Listening Communication Excellence Patience and Resilience Problem-Solving Time Management Cultural Competency Accountability Team Collaboration Key Performance Indicators (KPIS): Performance in this role will be assessed against the following indicators, which will be reviewed monthly and formally appraised quarterly: KPI Description Customer Satisfaction Score (CSAT) Post-interaction customer rating of service quality. Quality Assurance Score (QA) Internal call/interaction quality score assessed by the QA team. Sales Conversion Rate Percentage of outbound contacts that result in a successful sale or upsell. Schedule Adherence Percentage of time the agent is logged in and available as per the assigned shift schedule. Documentation Accuracy Accuracy and completeness of CRM records and interaction logs. Remuneration and Benefits : Benefit Details: Gross Monthly Wage GHS 3,000.00 (paid on hourly basis) Performance Bonus Discretionary, based on individual and team KPI achievement SSNIT Contributions Employer 13% / Employee 5.5% of basic salary, remitted monthly Annual Leave 15 working days per year after 12 months of continuous service Career Progression Clear pathways to Team Lead, Quality Assurance, or Senior Representative roles Training and Development Ongoing product, soft skills, and compliance training provided Location : Airport residential Area, Accra, Ghana (On-site) Salary: Attractive Log In and Apply Important safety tips Do not make any payment without confirming with the Jobberman Customer Support Team. If you think this advert is not genuine, please report it via the Report Job link below. Report Job Log in to apply now Continue with Google Continue with Linkedin Or continue with Forgot Password? Keep me logged in Log in Don't have an account? Sign Up to Apply Share link Share on WhatsApp Share on LinkedIn Share on Facebook Share on Twitter Share via SMS Activate Notifications Stay productive - get the latest updates on Jobs & News Activate Deactivate Notifications Stop receiving the latest updates on Jobs & News Deactivate This action will pause all job alerts. Are you sure? Cancel Proceed Similar jobs Lorem ipsum dolor sit amet consectetur adipiscing elit Lorem ipsum Lorem ipsum dolor (Location) Lorem ipsum Confidential 3 years ago Lorem ipsum dolor sit amet consectetur adipiscing elit Lorem ipsum Lorem ipsum dolor (Location) Lorem ipsum Confidential 3 years ago View More Stay Updated Join our newsletter and get the latest job listings and career insights delivered straight to your inbox. v2.homepage.newsletter_signup.choose_type Jobseeker Employer Email address * We care about the protection of your data. Read our Notify Me We care about the protection of your data. Read our privacy policy .