Job Description

Insight HR Solutions is mandated by one of its clients in the finance industry to recruit a Digital Engagement Officer for immediate employment. The office will be located in Accra.

Job Description:
The Digital Engagement Officer will be responsible for managing and responding to customer enquiries and issues through various digital channels, including social media, email, chat, and online platforms. Their primary goal will be to provide exceptional customer service, resolve customer complaints, and enhance the overall customer experience.

Principal Duties and Responsibilities:
• Respond to customer inquiries and issues through digital channels in a timely and professional manner.
• Resolve customer complaints and issues efficiently and effectively.
• Provide accurate information about products or services, pricing, and availability.
• Escalate complex issues to senior staff or specialized teams when necessary.
• Maintain accurate records of customer interactions using CRM software or other tools.
• Identify opportunities to upsell or cross-sell relevant products or services.
• Collaborate with internal teams, such as eBusiness, marketing, or technical support, to resolve customer issues.
• Continuously improve knowledge and skills to stay up-to-date with products, services, and industry developments.
• Analyze and report on digital channel performance, customer satisfaction, and other key metrics.
• Implement strategies to enhance customer engagement and improve the overall customer experience through digital channels.

Job Requirements: 

Education and Experience:
• Bachelor’s degree in a related field (e.g., Communications, Marketing, Customer Service)
• At least 2-3 years of experience in customer service, digital engagement, or a related field.
Knowledge, Skills, and abilities:
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong knowledge of digital channels, including social media, email, chat, and online platforms.
• Proficiency in CRM software and other digital tools.
• Analytical and reporting skills.
• Strong customer-centric mindset and commitment to delivering exceptional customer service.

Benefits:
Package is very attractive