Skynet Express Customer Service Jobs in Accra
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We, Skynet Express are seeking a dynamic and self-motivated individual to join our team as a Customer Service Coordinator for our Head Office. The ideal candidate must have strong communication skills, a customer-focused mindset, and the ability to handle customer inquiries, resolve issues promptly, and ensure a smooth and positive service experience for all clients.
Key Responsibilities
1. Leadership and Management:
- Lead, coach, and supervise a team of customer service representatives, ensuring that all team members perform to meet service standards.
- Plan and allocate daily workloads, set performance targets, and conduct regular team meetings and training sessions.
2. Customer Relationship Management:
- Ensure customers receive timely, professional, and accurate responses to all inquiries and concerns.
- Oversee the management of key customer accounts, ensuring clients receive personalized service and consistent follow-up.
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3. Service Operations & Coordination:
- Collaborate with Operations and IT teams to ensure real-time updates on parcel movement, delivery exceptions, and route issues.
- Monitor the end-to-end customer experience from pickup to delivery, identifying points where communication or service can be improved.
4. Performance Monitoring & Reporting:
- Track and analyze service performance metrics including call response times, resolution times, and customer satisfaction ratings.
- Prepare weekly and monthly reports detailing performance trends, recurring issues, and improvement initiatives.
5. Process Improvement & Innovation:
- Identify gaps in current customer service processes and propose system or procedural improvements.
- Work with head of business development to improve customer service policies, standard operating procedures (SOPs), and service-level agreements (SLAs).
6. Compliance and Quality Assurance:
- Ensure that customer service executives' interaction with customers adheres to service standards and ethical guidelines.
Required Skills or Experience
Qualifications and Experience
- Bachelor’s Degree in Business Administration, Marketing, Communications, or Logistics Management.
- Minimum of 5 years’ experience in customer service, with at least 2–3 years’ experience in a leadership role (preferably in logistics, transport, or courier services).
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Skills and Competencies
- Excellent communication and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Proficiency in Microsoft Office Suite.
- High level of professionalism, empathy, and customer orientation.
- Ability to work under pressure and manage multiple priorities.
- Strong leadership, coaching, and team management skills.
- Analytical and report-writing skills.
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