Call Centre Agent –  Plato Consult Limited

Customer Service & Call Center
Accra
June 22, 2026
Full Time
Urgent

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Job Description

Location: Accra, Ghana
Industry: Telecommunications
Employment Type: Full-Time
Reports To: Team Lead

JOB PURPOSE

The Call Centre Agent will serve as the primary point of contact for customers, providing exceptional support and ensuring a positive customer experience across all interactions. The successful candidate will be responsible for handling customer inquiries, resolving complaints, processing service requests, maintaining accurate customer records, and supporting business growth through effective customer engagement and service delivery.

KEY RESPONSIBILITIES

Customer Service & Support

  • Respond promptly and professionally to customer inquiries via phone and other communication channels.
  • Provide accurate information regarding products, services, promotions, and company policies.
  • Clarify customer requirements and offer appropriate solutions to meet their needs.
  • Deliver exceptional customer experiences that enhance customer satisfaction and loyalty.

Problem Resolution

  • Investigate and diagnose customer concerns and service-related issues.
  • Resolve customer complaints efficiently and professionally within established service standards.
  • Escalate complex or unresolved issues to the appropriate departments for timely resolution.
  • Follow up on customer cases to ensure complete resolution and satisfaction.

Service Request Processing

  • Process customer requests, transactions, account updates, and service activations accurately.
  • Maintain detailed and accurate records of all customer interactions.
  • Ensure customer information is updated and stored in accordance with company procedures.

Sales & Customer Retention

  • Identify opportunities to promote additional products and services that meet customer needs.
  • Educate customers on new products, features, and value-added services.
  • Support customer retention initiatives through proactive engagement and service excellence.

Quality Assurance & Continuous Improvement

  • Adhere to established customer service standards, operational procedures, and quality guidelines.
  • Contribute ideas and recommendations to improve service delivery and operational efficiency.
  • Participate in training programs and continuous learning initiatives to enhance product knowledge and customer service skills.

Administrative Responsibilities

  • Accurately document customer interactions and service outcomes.
  • Report communication equipment or system issues affecting service delivery.
  • Support the achievement of departmental and organizational objectives through effective teamwork and collaboration.

QUALIFICATIONS & EXPERIENCE

Educational Requirements

  • Bachelor’s Degree or Higher National Diploma (HND) in any discipline.

Experience

  • Completion of National Service.
  • Previous experience in customer service, contact centre operations, customer support, or related roles is an advantage.
  • Experience within the telecommunications industry will be an added advantage.

REQUIRED SKILLS & COMPETENCIES

Technical Skills

  • Excellent computer literacy and data entry skills.
  • Ability to navigate multiple systems and applications simultaneously.
  • Strong documentation and record-keeping abilities.

Communication Skills

  • Excellent verbal and written communication skills.
  • Strong listening and interpersonal skills.
  • Ability to communicate clearly, professionally, and confidently with customers.

Customer Service Competencies

  • Strong customer-focused mindset with a passion for delivering exceptional service.
  • Ability to remain calm and professional when handling difficult situations.
  • Problem-solving and conflict-resolution skills.

Personal Attributes

  • High level of attention to detail and accuracy.
  • Strong organizational and time-management skills.
  • Ability to work effectively under pressure and meet performance targets.
  • Positive attitude and willingness to learn.
  • Team player with a strong sense of responsibility and accountability.

Language Requirements

  • Fluency in English is required.
  • Fluency in Hausa and Ga is strongly preferred and will be considered a significant advantage.

WHY JOIN US?

  • Opportunity to work with a leading multinational telecommunications company.
  • Exposure to world-class customer service standards and practices.
  • Professional development and career growth opportunities.
  • Dynamic and collaborative work environment.
  • Competitive remuneration and employee benefits package.

HOW TO APPLY

Interested and qualified candidates should submit their updated Curriculum Vitae (CV) to:

Email: cv.platogh@gmail.com

Subject Line: Application for Call Centre Agent

Only shortlisted candidates will be contacted.

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