Operations Associate (Conversions & Customer Success)

About Us:

At Brolly, we believe that every journey is a step towards achieving dreams, big or small. We therefore want to keep drivers moving and powering journeys. 

Come join us to build products, and offer solutions to safeguard aspirations and power the relentless pursuit of progress by millions of people in Africa.

Responsibilities:

• Provide customers with excellent post-sale experience. 
• Take ownership of the company’s leads funnel to ensure the highest rate of conversion. 
• Develop and execute strategies that will continually improve customer retention. 
• Respond to customer inquiries through phone calls, live chat, and other communication channels promptly and professionally.
• Provide accurate and helpful information to customers regarding our products, services, and policies.
• Address and resolve customer complaints and concerns in a timely and efficient manner.
• Ensure customer satisfaction by actively listening to their needs and providing appropriate solutions.
• Collaborate with other team members to ensure consistent and effective customer support.
• Maintain a comprehensive knowledge of our products, services, promotions, and sales channels.
• Utilize our customer support software and systems to manage customer interactions and record relevant information accurately.
• Monitor and respond to inquiries received through social media sales channels.
• Identify and escalate complex or unresolved customer issues to the appropriate department or supervisor.
• Keep up-to-date with industry trends and customer preferences to enhance the customer support experience.

Qualifications:

• First degree, additional education, or training in customer service is an added advantage.
• At least two years of customer support experience, or experience in related field is an added advantage. 
• Proven sales record, both on and off the field. 
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and a customer-centric mindset.
• Ability to handle multiple customer interactions while maintaining attention to detail.
• Proficient in using customer support software and systems.
• Familiarity with social media platforms and their use in customer support is advantageous.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Empathetic and patient, with the ability to remain calm and composed under pressure.
• Strong organizational and time management skills.

If you possess excellent communication skills, a passion for customer service, and the ability to handle customer interactions across various channels, and an adept sales closer, we invite you to apply for the position of Customer Support Associate.

To apply, please send your resume and a cover letter to christian@brolly.africa

Location: Accra, Ghana (Osu)