Customer Service Representative

OZÉ • Accra, Ghana • 1m ago

About Oze:

Oze means business, and the growth of it.

We’re passionate about enabling small businesses and local ownership to grow with technology, particularly in emerging markets. That's why we're starting in Africa.

By providing small businesses with the data they need to make decisions, Oze enables investment-readiness and a chance for a local economy to assert itself on a global stage.We are looking for people who are passionate about leveraging technology & designing for impact.

Oze’s Core Values:

Small Businesses
Collaboration
Ownership
Quality
Trust
Growth

Customer Service Representative

To provide world class customer service by delivering a human and consultative support experience through creative problem-solving and a thorough knowledge of how Oze works.

Job Responsibilities:

Develop deep knowledge of the Oze software
Respond to all inquiries to our main support channels in a timely and professional manner
Document all customer interactions in our CRM
Develop and action strategies to engage our free active user
Partner with our customers to effectively resolve issues through phone (primary channel), email, and chat.
Answer how-to questions and help customers navigate a variety of tools and products within Oze
Escalate software issues and engage with our product and engineering teams using established processes
Communicate thoughtful, customized solutions that help customers move forward and grow their business
Collaborate with internal teams and account owners, to identify opportunities for existing customers to use more of our platform or remove roadblocks
Show composure, resilience, and flexibility as customer needs evolve and case volume changes
Run re-engagement campaign to activate dormant users

Desired Experience and Qualifications:

1 year work experience
Bachelor's degree preferred
Strong proven work ethic
Demonstrated ability to explain and help navigate customer issues succinctly and clearly.
A natural investigator with troubleshooting skills and strong aptitude. Ability to navigate data and people to find answers
Communication and presentation
Listening, critical thinking, and problem solving
Adaptability and team building
Decision making
Goal setting and time management
Confidence and relevant work experience

The attributes that make a great Customer Services Agent include:

Willingness to learn
Competitive spirit
Reliable
Enjoy helping others
Able to communicate with all types of people
Flexible
Empathy

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