Call Centre Agent At Youth Empowerment Synergy

Job Title: Call Centre Agent

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No. of Positions One

Sector: Programme Administration

Employment Category: Fixed term

Employment Type: Full time

Contract Duration: One year, renewable

Open to Expatriates: No

Reports to: Service Matching Associate

Direct Reports: Two

Start Date: 4th January 2022

Location: Accra, Ghana

About us:

Youth Opportunity & Transformation in Africa (YOTA) is an ECOSOC-accredited NGO at the forefront of youth development policy, practice and research in Ghana. For more than 15 years, we have delivered tailored skills to young people, leading to improvements in their leadership, financial literacy, entrepreneurship and life planning skills. Through our service delivery, we have provided education, skills training, and technical support to thousands of youth and helped them transition to self and wage employment. Our research has contributed to filling the gap in youth data and the evidence base for public policy. And, we continue to use our national appeal and grassroots constituency, through our Voices of Youth Coalition, to advocate and campaign for youth-inclusive policies at all levels.

Purpose of the role:

The Call Centre Agent will provide telephone-based support to users of the service matching system for artisans and their customers. Through this system, users will be able to request and receive the assistance they need to resolve any technical or other issues they may face while accessing the service matching system. The Call Centre Agent is thus an essential front-end offering of the organisation.

Responsibilities:

· Answer calls from service users and respond to user inquiries and complaints; provide artisans and users with up-to-date information on services

· Handle and resolve customer complaints on the service

· Identify and escalate priority issues for high-level redress

· Obtain and evaluate all relevant data to handle inquiries, requests, and complaints

· Collect feedback to further improve user experience; research service demands by users using available resources

· Record details of comments, inquiries, complaints, and actions taken; complete call notes and call reports; manage and update user databases with the status of each user in the call centre CRM

· Manage the call centre team and lead internal administration, communication and coordination with other teams

· Perform other duties that may be required from time to time, including responsibilities which require work on weekends and holidays for which time off in lieu (TOIL) may be taken

Person specification:

· Relevant post-secondary qualifications

· Experience in a similar position, and in the use of modern call centre equipment

· Tech savvy, including in the use of modern office equipment and software

· Experience with CRM systems and practices

· Strong telephone and verbal communication skills along with active listening

· Ability to multi-task, set priorities and manage time effectively

· Excellent interpersonal skills – personable, caring, helpful, reliable, diplomatic, honest and approachable

· Demonstrated ability to be discreet and respectful of confidentiality

· Excellent personal grooming & personal presentation essential

· Ability to work long and irregular hours, shift duty and on public holidays as may be required

· Proficiency in written and spoken English; working knowledge of Ga, Twi and/or Ewe

Salary & benefits:

· Competitive salary structure

· Accra Cost of Living allowance

· 13th month salary

· SSNIT contributions

· Medical and dental cover

· Group Personal Accident cover

· Time off in lieu (TOIL)

· Annual leave

· Sick leave

· Parental leave (maternal and paternal)

· 2 weeks Christmas and New Year break

· Professional development initiatives