Customer Service Officer - Letshego

Customer Service Officer

There is a job vacancy within the Operations Department of Letshego Ghana for the above-mentioned position. The details of the role is outlined below:

Purpose of Job:

The Customer Experience Officer is responsible for supporting the Customer Experience team in delivering exceptional service to our customers. The role requires effective communication skills, an understanding of customer needs, and a proactive attitude to enhance the overall customer journey.

Critical Deliverables/Core Accountabilities and Responsibilities

• Serve as the first point of contact for customer inquiries via phone, email, chat, or in-person interactions.
• Handle customer complaints, resolve issues promptly, and escalate complex cases when necessary across all channels
• Maintain a deep understanding of company products, services, and policies to provide accurate information.
• Track customer interactions and feedback, ensuring proper documentation in CRM systems.
• Collaborate with internal teams (sales, marketing, and product development) to improve the customer experience.
• Survey Calls - Conduct weekly survey
• Responsible for engaging customers for feedback on our service quality.
• Monitor customer satisfaction metrics and suggest improvements based on insights.
• Educate customers on company offerings, updates, and best practices to maximize their satisfaction.

Key Performance Indicators

Adherence to policies and procedures

Service Level Agreements

• Operating Model

Complexity of the Role

Handle multiple customer interactions and deciding which issue requires immediate attention.

Handle different personalities with different behavioral needs.

Minimum Job Requirements

1. Bachelor's degree.
2. At least 3 years' experience in Customer Service and Operations

Knowledge and Skills

1. Customer Service Management
2. Product Knowledge
3. Customer Satisfaction Metrics
4. Customer Relationship Management.
5. Team work
6. Problem Solving
7. Excellent communication skills
8. Supervisory and management skills
9. Creative and innovative skills
10. Good interpersonal and rapport building 

Apply through: gh.peopleandculture@letshego.com

Closing date for applications: 3rd October, 2025