Customer Support Associate

Customer Support Associate 

Reporting to: Customer Success Manager

Job Description

As a Customer Support Associate at Kofa, you will be the first point of contact for our customers, ensuring their experience with our battery network is seamless and satisfactory. We are looking for someone with a strong customer support or call center background who is comfortable handling high volumes of customer interactions across multiple channels . You will resolve inquiries, educate users about our products and services, and collaborate with internal teams to deliver top-tier customer support.

Key Responsibilities:

Customer Support: Respond promptly to customer inquiries via phone, email, chat, and in-person, providing clear and accurate information about Kofa's battery network and services. Manage a high volume of inbound and outbound customer interactions while maintaining excellent service standards. 

Issue Resolution: Troubleshoot and resolve customer complaints, escalating complex issues to the appropriate teams while ensuring timely follow-up.

Customer Education: Educate customers on battery usage, network operations, safety protocols, and best practices to optimize their experience.

Data Management: Maintain accurate records of customer interactions, transactions, and feedback using Kofa's customer relationship management (CRM) system.

Feedback Collection: Gather customer feedback to help improve services and share insights with the operations, technical, and product teams.

Cross-Functional Coordination: Collaborate with technical and field teams to resolve operational challenges affecting customers.

Sales Support: Assist customers in selecting appropriate battery solutions and guide them through the onboarding process when necessary.

Compliance and Safety: Ensure all customer interactions align with Kofa's operational standards and safety guidelines.

Qualifications:

• Proven experience in customer service or call centre environment , preferably in the technology, energy, or mobility sector.

• Strong interpersonal and communication skills with the ability to manage high-volume customer interactions professionally. 

• Familiarity with CRM software and basic troubleshooting techniques.

• Fluency in local languages (e.g., Twi or Ga) is an added advantage. 

• Ability to manage multiple tasks and work in a fast-paced environment.

• Customer-oriented mindset with problem-solving skills.

• A diploma or bachelor's degree in business administration, communications, or a related field is preferred.

Working Hours:

This role operates on a rotational shift system, including weekday and weekend coverage, to ensure continuous customer support operations.

The standard shifts are:

• Morning Shift: 6:00 AM – 3:00 PM

• Day Shift: 9:00 AM – 6:00 PM

Occasionally, such as before important business events and deadlines, we may need "all hands on deck", as required by the nature of our work, and we may ask you to work additional hours to help us hit our goals. We may in these circumstances offer you time off in lieu to be taken at a time that is convenient for both you and us. It is important to note that rather than counting hours that people are working, we're focused on creating great things that happen on time, and that we're looking to create a team of people who understand this and who are happy to put the time in - when needed - to hit those goals.

Additional Duties:

You may be required to undertake other duties from time to time as we may reasonably require.