Customer Support Executive

Customer Service & Call Center
Accra
August 15, 2025
Hybrid
Urgent
Apply Now

Job Description

Job Summary

The job holder shall be responsible for driving proactive customer engagement, ensuring efficient handling of Spry customer inquiries and timely resolution of issues. This role focuses on enhancing effective communication with customers, executing assigned customer support tasks, and implementing approved strategies to improve efficiency and satisfaction.

Operational Efficiency

  • Ensure that all interactions handled daily across all support channels are accurately tagged and resolved/ responded to within SLA
  • Ensure that tickets are accurately created for interactions where applicable.
  • Collaborate with stakeholders or teams to ensure customer support tickets or escalated issues are resolved with agreed SLA.
  • Ensure that all documents submitted by customers are stored in the appropriate databases/applications
  • Escalate unresolved customer requests/complaints to supervisor where necessary

 Monitoring and Evaluation of department project

  •  Track full implementation of projects within the Spry Customer Service team and report on progress made

 Process Formulation and Improvement

  • Liaise with the team lead to formulate and amend processes that ensure that the team continually improves efficiency, productivity, documentation, and service excellence
  • Ensure all department processes are accurately documented and updated with amendments
  • Encourages team members to look for opportunities for process simplification and improvements 

Quality Assurance 

  • Review interactions with customers across all communication channels to ensure they comply with department standards
  • Conduct follow-up calls on eligible complaints
  • Collect customer feedback from interactions with Spry
  • Collect customer feedback from complaints resolution 

Reporting 

  • Prepare monthly activity and outcome reports
  • Prepare quarterly board reports on the team’s activities
  • Ensure weekly department report is accurately prepared and submitted
  • Ensure monthly complaint reports are prepared and submitted to the compliance department

 Ticketing

  • Ensure that all tickets assigned to the team are responded to appropriately within SLA
  • Re- assign unassigned department tickets to the appropriate personnel
  • Liaise with appropriate personnel/department to resolve all overdue tickets

Qualifications

Minimum of a Bachelor’s Degree in any related field