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Customer Service Perf. St. at Cocoasis Group

Customer Service Perf. St.

Cocoasis Group

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Cocoasis Group is seeking a qualified and hardworking individual for the position of Customer Service Performance Strategist. The successful candidate must ensure the company’s customer service reps are at the top of their game at all times. The ideal candidate must be open-minded and intellectually curious. The following are the responsibilities and qualifications for the position;

Job Summary

Are you the kind of woman who can stay calm and focused through a storm without breaking a sweat? Can you coach someone to turn an angry customer into a satisfied one—or at least calm enough to hang up without slamming the phone? Do you know how to guide a team member to manage a talker who seems to need therapy more than troubleshooting? Can you help someone respectfully handle conversations with people whose controversial views might be wildly different to those of yours present in Ghana?

Job Description

We are looking for someone who will be responsible for speaking with current clients as well as prospects. Ideally you have a growth mindset meaning you feel you are able to learn anything given a short amount of time.

The two co-founders of the company were raised outside of Ghana and love fashion, beauty, art, and events! They have also been part of startup teams that have had successful multi-million dollar exits and actually know how to win! Come join our team of winners!

Responsibilities

You’ll be the key to ensuring our customer service reps are at the top of their game. These are entry-level folks who sometimes possess a willingness to learn and a desire to succeed—but they’ll need you to get there. You’ll train, mentor, and monitor their progress while keeping your own focus sharp. Here’s what your role will look like:

       i.          Training: Teach our reps how to master the art of conversation, including handling tough customers, staying calm under pressure, and keeping their energy up no matter what.

     ii.          Mentoring: Guide our reps to build confidence and develop skills while celebrating their progress. Your job is to make them better every single day.

    iii.          Monitoring: Listen in on calls and observe interactions with customers for extended periods, providing clear, constructive feedback. Patience and sharp attention to detail are non-negotiable here—you’ll need to catch both the big misses and the subtle nuances. Document all customer interactions in our CRM system (Pipedrive), ensuring data accuracy and completeness.

   iv.          Problem-solving: Be the go-to when a tricky situation needs a calm, experienced hand or just a fresh perspective. Identify and escalate complex issues to the appropriate departments for resolution

     v.          Focus: Maintain a calm, attentive demeanor through long stretches of observation, ensuring every opportunity for improvement is identified and addressed.

Qualifications

       i.          Live in Accra or Tema

     ii.          Ability to learn and follow exact instructions

    iii.          Emotionally intelligent

   iv.          Strong problem-solving abilities with a customer-centric mindset.

     v.          Ability to handle multiple tasks and work in a fast-paced environment.

   vi.          Be extremely trustworthy and respect confidentiality.

  vii.          Open-minded and intellectually curious

viii.          Self-motivated and target-driven

Benefits

       i.          Salary: GHC 4000.00 a month

     ii.          Company laptop

    iii.          Company phone

   iv.          Access to our team subscriptions on educational platforms to further skill development and career growth

     v.          Experience working in a fun and fast-paced dynamic environment

   vi.          Flexibility and autonomy

 

How to Apply

Apply for Customer Service Perf. St.

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