Customer Service Representative

About Nkwa

Nkwa is a charitable organization founded in 1996, originally known as Dartford & Gravesham Women's Aid and later North Kent Women's Aid. The organization is dedicated to aiding individuals and communities impacted by domestic and social challenges. Nkwa has developed a range of services aimed at safety, empowerment, and practical help, operating within a mission-driven culture that values compassion, professionalism, and respect.

Role Overview

This position is a full-time on-site Customer Service Representative role located in the Ashanti Region, Ghana. The representative will address inquiries from service users, partners, and the general public through phone, email, and face-to-face communication. Responsibilities include managing incoming requests, updating client records in internal databases, and ensuring issues are followed up promptly. The role demands empathy when dealing with concerns, protecting confidentiality, and working closely with team members for efficient case resolution. Additional duties include supporting administrative tasks, enhancing the service experience, and consistently embodying Nkwa's core values.

Qualifications and Skills

• Proven ability in customer service and support, ensuring professional and courteous responses to various inquiries.
• Experience aimed at enhancing customer satisfaction and resolving service-related issues.
• Prior involvement in customer service or related roles within service-driven environments is advantageous.
• Excellent communication and active listening capabilities, especially in sensitive or confidential situations.
• Effective organizational skills, including accurate data entry and diligent follow-up management.
• Capacity to collaborate with on-site team members in a dynamic community-oriented setting.
• Basic proficiency in computers, including email, spreadsheets, and customer management applications.
• Relevant educational background or training in social services, communications, or related areas is a bonus; familiarity with charity or nonprofit sectors is preferred.