Number of openings: 3
Description
Job Description
The Customer Service Agent is the first point of contact for Teledata ICT’s customers. This entry-level position involves handling inbound calls, chats, and tickets; providing basic information about services; escalating technical or billing issues; and ensuring customers receive timely, accurate, and professional responses. This role is not remote and requires commuting to our office daily.
Responsibilities
Responsibilities
- Handle incoming customer inquiries via phone, chat, email, and ticketing system
- Provide accurate information about internet packages, service status, billing, and general account matters
- Log customer interactions in the CRM (Splynx) accurately and in a timely manner
- Escalate unresolved technical or billing issues to the relevant internal teams
- Follow up with customers as needed to ensure resolution and satisfaction
- Maintain high standards of professionalism, courtesy, and patience at all times
- Inform customers about service upgrades, scheduled outages, or policy changes
- Support CS team in achieving customer satisfaction and resolution time KPIs
- Participate in team meetings, training sessions, and feedback reviews
Requirements
Requirements
- SHS or tertiary-level education (Diploma, HND, or Degree in any field preferred)
- 1–2 years of experience in a customer-facing role (internships count)
- Strong communication skills in English (verbal and written)
- Good listening skills and customer empathy
- Able to follow scripts, procedures, and escalation paths
- Tech-savvy: Able to use CRM systems, messaging apps, email, and VoIP tools
- Punctual, reliable, and able to commute daily to the office
- Preferred: Lives within 45 minutes of the office by public transport
- Bonus: Experience with internet service providers or call centers
Location: Accra, GA, Ghana, 8839AN