• Handle inbound and outbound customer service calls with professionalism and empathy.
• Serve as the primary point of contact for 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.

• Manage proactive outbound sales and marketing campaigns targeting for international customers based in the North America and USA.
• 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.

• 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.

• 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.

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

• Adapt communication styles to bridge cultural gaps and ensure a seamless experience for customers from different regulatory environments and language backgrounds.

• 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.

• 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.

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

• CRM System
• Microsoft office Suite
• Data entry and record Management

• Active Listening
• Communication Excellence
• Patience and Resilience
• Problem-Solving
• Time Management
• Cultural Competency
• Accountability
• Team Collaboration

• 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.

• Gross Monthly Wage GHS 3,000.00 (paid on hourly basis)
• 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
• Career Progression Clear pathways to Team Lead, Quality Assurance, or Senior Representative roles
• Training and Development Ongoing product, soft skills, and compliance training provided

Location: Airport residential Area, Accra, Ghana (On-site)

Salary: Attractive