Other IT Jobs

Permanent/Full Time

1 - 3 Years

High School/Senior Secondary School

IT Jobs

Not Specified

Minimum of high school diploma or equivalent; additional qualifications in customer service or related fields are a plus. Work Experience: Minimum of 1-2 years of experience in a customer service or call center role. Experience in handling high-volume calls and providing customer support in a professional manner. Applicants with first degree but no call center experience can apply. Knowledge, Skills, and Abilities: Strong communication skills, both verbal and written. Excellent problem-solving and conflict resolution skills. Ability to handle stressful situations and manage multiple tasks simultaneously. Proficiency in using call center software, databases, and standard office applications. Strong organizational skills and attention to detail. Ability to work independently and as part of a team. Multilingual abilities are a plus, particularly in local languages.

2024-12-13

Position Description/Job Purpose

The Call Center Agent is responsible for managing incoming calls from the public, providing accurate information about the biometric passport system, addressing inquiries, and resolving issues promptly. This role is essential for maintaining a positive public perception of BTS and ensuring that all individuals have a smooth and informed experience with the new passport application process.

Position Responsibilities and Duties

Customer Support: Handle inbound calls from the public, providing information about the biometric passport system and addressing any questions or concerns.

Issue Resolution: Resolve customer issues efficiently and effectively, escalating more complex problems to senior staff or relevant departments as necessary.

Information Provision: Provide accurate and up-to-date information about passport application processes, requirements, and timelines.

Documentation: Maintain detailed records of customer interactions, inquiries, and resolutions in the call center database.

Training Participation: Participate in ongoing training to stay updated on system changes, new procedures, and best practices.

Feedback Collection: Gather and document customer feedback to help improve BTS services and processes.

Compliance: Ensure that all customer interactions comply with BTS policies, procedures, and relevant regulatory requirements.

Team Collaboration: Work collaboratively with other call center agents and BTS staff to provide seamless customer support.

Reporting Relationships

Reports To: Call Center Supervisor

Location & Commitments

Location: Accra, Ghana

Commitment: Full-time, with shifts that may include evenings, weekends, and public holidays to cover call center operational hours.

Working Conditions

Office environment with standard call center setup.

Requires sitting for extended periods and using a computer and telephone headset.

East Legon

Greater Accra

Plot 61A Boundary Road