International Contact Center Representative

Key Responsiblities:

Customer Service and Support

• Handle inbound and outbound customer service calls, emails, and chats with professionalism and empathy.
• Serve as the primary point of contact for domestic and international customers, ensuring first-contact resolution wherever possible.
• Deliver high-quality assistance to customers from various international regions, meeting Company standards for professionalism and service excellence.

Sales and Marketing

• Manage proactive outbound sales and marketing campaigns targeting both domestic clients and international customers based in the USA and Europe.
• Identify and pursue cross-selling and upselling opportunities to add value to the customer experience and contribute to revenue targets.
• Achieve individual and team sales KPIs as set and communicated by management.

Issue Resolution

•  Identify, research, and resolve customer complaints, product queries, and technical issues efficiently and within agreed turnaround times.
• Escalate high-priority, complex, or unresolved matters to the appropriate department or supervisor with full documentation.
• Follow up with customers to confirm satisfactory resolution of escalated cases.

Information and Knowledge Management

• Maintain an expert-level understanding of ABPO's products, services, client-specific policies, international shipping procedures, and regional promotions.
• Stay updated on client updates, product changes, and procedural revisions through regular briefings and training.

Documentation and CRM Management

•  Accurately log all customer interactions, feedback, complaints, and actions taken into the designated CRM system in real time.

Cultural Competency and Communication

• Adapt communication styles to bridge cultural gaps and ensure a seamless experience for customers from different regulatory environments and language backgrounds.
• Handle interactions with non-native English speakers with patience, clarity, and sensitivity.

Operational Standards

• Adhere to all Company quality standards, call scripts, technical specifications, and compliance requirements at all times.
• Maintain punctuality, attendance, and conduct in line with the Company's Code of Ethics and Staff Handbook.
• Actively participate in team meetings, training sessions, and performance review processes.

Qualifications & Experience

Minimum Requirements

• Education: Bachelor's degree in Marketing, Business Administration, Communications, or a related field. A Higher National Diploma (HND) with relevant experience may be considered.
• Experience: 1-3 years of experience in a call center, customer service, or customer-facing role, preferably in an international, BPO, or e-commerce environment.
• Language: Fluency in English (written and verbal) is mandatory.

Preferred / Added Advantage

• Prior experience handling USA or European customer accounts.
• Familiarity with BPO compliance standards and international data privacy regulations.

Technical Skills & Proficiency

• CRM Systems (e.g., Salesforce, Zendesk) - Proficient
• VoIP / Contact Center Telephony Systems - Proficient
• Microsoft Office Suite (Word, Excel, Outlook) - Intermediate
• Email and Chat Management Platforms - Proficient
• Multi-platform navigation (simultaneous) - Proficient
• Data entry and record management - Accurate and detail-oriented

Core Competencies

• Active Listening: Understands the root cause of a customer's concern through attentive, empathetic listening before responding.
• Communication Excellence: Articulates information clearly, adapts tone and register to the audience, and maintains professional language at all times.
• Patience and Resilience: Stays calm and composed under pressure during high-call-volume periods or difficult customer interactions.
• Problem-Solving Thinks: critically and creatively to resolve international logistical, technical, and service challenges.
• Time Management: Prioritises tasks effectively to meet KPIs including Average Handle Time (AHT), FirstCall Resolution (FCR), and Customer Satisfaction Score (CSAT).
• Cultural Competency: Demonstrates awareness and sensitivity to cultural differences; adapts communication to ensure equitable service across regions.
• Accountability: Takes ownership of customer outcomes, follows up diligently, and accurately documents all interactions.
• Team Collaboration: Supports colleagues, contributes positively to team goals, and participates constructively in briefings and feedback sessions.

Key Performance Indicators (KPIS)

Performance in this role will be assessed against the following indicators, which will be reviewed monthly and formally appraised quarterly:

• Average Handle Time (AHT): Average duration of a customer interaction, including wrap-up time.
• First Call Resolution (FCR): Percentage of customer issues resolved on the first contact without escalation or callback.
• Customer Satisfaction Score (CSAT): Post-interaction customer rating of service quality.
• Quality Assurance Score (QA): Internal call/interaction quality score assessed by the QA team.
• Sales Conversion Rate: Percentage of outbound contacts that result in a successful sale or upsell.
• Schedule Adherence: Percentage of time the agent is logged in and available as per the assigned shift schedule.
• Documentation Accuracy: Accuracy and completeness of CRM records and interaction logs.

Working Conditions

• Working Hours: Monday to Friday, 1:30 pm to 10:00 pm (40 hours per week). The role holder may be required to work on designated Ghanaian public holidays to support international client time zones; appropriate compensation will apply in accordance with the Ghana Labour Act, 2003 (Act 651).
• Equipment Provided: A dedicated workstation, headset, and access to Company systems and CRM platforms will be provided. Personal mobile devices must not be used for client interactions.
• Noise Level: Moderate to high (open-plan contact center). Noise-canceling headsets are provided.

Renumerations & Benefits

• Basic Monthly Salary: GHS 1,400.00 (On-Target Earnings)
• Performance Bonus Discretionary, based on individual and team KPI achievement
• SSNIT Contributions Employer 13% / Employee 5.5% of basic salary, remitted monthly
• Annual Leave 15 working days per year after 12 months of continuous service
• Public Holidays 13 statutory Ghanaian public holidays with full pay
• Career Progression: Clear pathways to Team Lead, Quality
• Assurance, or Senior Representative roles
• Training and Development Ongoing product, soft skills, and compliance training provided