Careers · Customer Service
2026/2027 National Service – Customer Service and Call Centre
You will support customers, recipients and clients before, during and after deliveries through incoming and outgoing calls, WhatsApp and email. Each day you will confirm recipient details and availability, provide accurate status updates, log and follow up complaints and delayed, failed or returned deliveries, update the approved operations system and prepare handover or daily reports; this is a service-support role, not a sales role.
- Location Multiple locations
- Type National Service
- Applications Always open
- Reference SHQ-CUS-0002
What you will do.
- Answer incoming calls, WhatsApp messages and emails promptly using the approved greeting and verification steps
- Make outgoing calls or messages to confirm recipient name, phone number, location, landmarks, availability, preferred delivery time and payment expectations
- Check approved tracking sources and give customers accurate delivery-status updates without guessing
- Log every complaint, confirmation, failed contact and material customer interaction in the approved system
- Follow up delayed, unsuccessful, rescheduled and returned deliveries until the next action and owner are clear
- Arrange or record self-pickup, redelivery and recipient-contact outcomes according to procedure
- Escalate issues with complete facts to Operations, Dispatch, Warehouse, Fleet, Regional teams or Finance as appropriate
- Keep case notes and delivery records current so another team member can continue the case without repeating work
- Review outstanding cases at handover, chase unresolved escalations and flag urgent or recurring service failures
- Prepare accurate daily reports on contacts, confirmations, complaints, resolutions, failed deliveries and outstanding escalations
What you will need.
- Have completed, or be on track to complete, the academic requirements for Ghana’s 2026/2027 National Service year
- Speak and write clear English and maintain a calm, understandable and professional telephone manner
- Be comfortable handling calls, WhatsApp, email and data entry during the same workday
- Use a computer confidently for typing, web-based systems, email and basic spreadsheet work
- Listen carefully, verify facts, de-escalate tense conversations and recognise when an issue must be escalated
- Record names, numbers, locations, promises and case outcomes accurately while protecting confidential information
- Be willing to work on-site under the assigned branch schedule and complete required handovers and daily reports
Good to have.
- Previous customer-service, call-centre, front-desk, administrative or delivery-support experience
- Ability to communicate confidently in one or more Ghanaian languages relevant to the branch
- Experience with CRM, ticketing, dispatch-tracking, Excel or Google Sheets tools
- Working knowledge of Ghanaian locations, digital addresses and common landmark-based directions
- Experience managing a high volume of customer contacts without losing record accuracy
Apply
Apply for this role.
Takes about three minutes. Attach your CV — or paste a link to it — answer the role questions, and you’ll get a confirmation email with a personal tracking link.