Customer Service Officer – Carl Poly Products Limited

Job Description

Location: Accra, Ghana
Employment Type: Full-Time

About the Role

We are looking for a customer-focused, proactive, and experienced Customer Service Officer to join our team in Accra. This role is ideal for a professional who is passionate about delivering exceptional customer experiences, resolving customer concerns efficiently, and fostering long-lasting client relationships.

As a Customer Service Officer, you will serve as the first point of contact for customers, responding to enquiries, processing requests, resolving complaints, and ensuring every interaction reflects the organization’s commitment to excellence. You will also support and guide junior customer service representatives to ensure consistent, high-quality service delivery.

If you possess excellent communication skills, strong problem-solving abilities, and a passion for customer satisfaction, we invite you to apply.

Key Responsibilities

Customer Support

• Deliver exceptional customer service by maintaining a positive, professional, and empathetic attitude during every customer interaction.
• Respond promptly and professionally to customer enquiries through various communication channels, including phone, email, and online platforms.
• Provide accurate information regarding the company’s products, services, policies, and procedures.
• Build and maintain positive relationships with customers by delivering timely and effective support.

Complaint Resolution

• Receive, investigate, and resolve customer complaints in a timely and professional manner.
• Escalate complex customer issues to the appropriate departments when necessary.
• Follow up with customers to ensure concerns have been fully resolved and customer satisfaction is achieved.

Order & Request Processing

• Process customer orders, applications, forms, service requests, and related documentation accurately.
• Ensure customer information and transaction records are maintained accurately within company systems.
• Monitor customer requests from initiation to completion while providing regular updates.

Customer Relationship Management

• Maintain accurate records of customer interactions, transactions, feedback, and complaints.
• Utilize customer feedback to identify opportunities for service improvement.
• Promote customer loyalty by consistently delivering excellent service experiences.

Team Collaboration

• Work closely with colleagues across departments to resolve customer issues efficiently.
• Coordinate with internal teams to ensure timely delivery of products and services.
• Support knowledge sharing and collaboration within the customer service team.

Team Leadership

• Provide guidance and day-to-day support to junior Customer Service Representatives.
• Assist in monitoring team performance and maintaining service quality standards.
• Promote a culture of professionalism, teamwork, and continuous improvement.

Continuous Improvement

• Identify opportunities to improve customer service processes and operational efficiency.
• Provide recommendations that enhance customer satisfaction and service delivery.
• Contribute to the achievement of departmental performance targets and key performance indicators (KPIs).

Qualifications

Applicants should possess:

• Higher National Diploma (HND) or Bachelor’s Degree in Business Administration, Marketing, Customer Service, Communications, or a related discipline.

Experience

The ideal candidate should have:

• A minimum of two (2) years’ relevant work experience in customer service, customer support, client relations, or a similar role.
• Experience handling customer enquiries, complaints, and service requests in a professional environment.
• Previous supervisory or team leadership experience will be an added advantage.

Required Skills & Competencies

The successful candidate should demonstrate:

• Excellent customer service and relationship management skills.
• Strong phone etiquette, active listening, and customer engagement abilities.
• Outstanding verbal and written communication skills.
• Strong interpersonal and presentation skills.
• Ability to remain calm, patient, and professional when handling challenging customer situations.
• Excellent problem-solving and conflict resolution abilities.
• Strong organizational and time management skills.
• Ability to multitask, prioritize responsibilities, and meet deadlines.
• High attention to detail and accuracy.
• Ability to work independently and collaboratively within a team environment.
• Strong leadership and coaching abilities.
• Professionalism, integrity, and a commitment to delivering outstanding customer experiences.

Why Join Us?

Joining our team offers you the opportunity to:

• Work in a dynamic and customer-focused environment.
• Build meaningful relationships with customers while making a positive impact on their experience.
• Develop your leadership, communication, and customer service skills.
• Collaborate with a supportive and professional team committed to excellence.
• Grow your career within an organization that values innovation, teamwork, and continuous improvement.

How to Apply

Interested and qualified candidates should submit their updated Curriculum Vitae (CV) to cpolyproductslimited@gmail.com

Email Subject: Customer Service Officer

Application Deadline: 28 August 2026

Please Note: Only shortlisted candidates will be contacted for the next stage of the recruitment process. Early applications are encouraged.