ORGANIZATION SUMMARY
4Ward Development West Africa (4WardWA), formerly known as Access Development is a well-established Safe Water Enterprise (SWE) with business subsidiaries in Ghana and Uganda that provide safe water services at a District-Wide Scale. With over a decade experience in providing safe water to more than 600,000 people through 2,000 water points across Africa by 2006, our goal is to exceed the expectations of rural and peri-urban customers by consistently delivering high-quality water. We pioneered the implementation of an innovative water system with our Numa model together with owners, Water4 (a Non-profit organization). 4Ward WA, a subsidiary of Water4 is a wholly owned for-profit Subsidiaries of Water4, Inc.

The 4WardWA suite of water solutions is designed to provide safe water tailored to consumer demand, including: hand-pumps with professional management, public retail points, and private water connections for households, schools, clinics, and businesses.

4WardWA has current operations in the Wassa East district, Western region, Ghana, where we have provided the entire district with access to safe water and adjourning communities in the Komenda, Edna-Eguafo-Abrem (KEEA) Municipal. This is in partnership with Water4, The Dutch Government (RVO), Hilton Foundation, Wassa East District Assembly, and many other partners. 4WardWA is scaling up its operations in Upper West and Savanna Regions in 2022 in partnership Water4, Helmsley Trust Foundation and Global Communities, with more partners to come as part of our strategy to provide three districts in these regions with safe water services.

POSITION SUMMARY

Under the supervision of the Sales and Marketing Manager (SMM), the CSO will provide professional assistance and support to customers who use the water services provided by 4Ward Development, manage all customer accounts through the water token generation system, pump insurance payments, and after-sales customer satisfaction services. The CSO will produce a timely periodic sales report for the SMM.

Additionally, the CSO will work closely with the Sales & WASH Officer on other activities carried out by the Sales Department.

RESPONSIBILITIES

• Answer phone calls from Water Vendors and Household customers who want to purchase water tokens.

• Receive customer complaints or inquiries made about service delivery, including questions about purchases, meter readings, water quality, water leakages, and other related matters, record and liaise with the appropriate Field Officer/Department to resolve the escalated issue promptly and satisfactorily within set service level agreement.

• Manage customer complaints by investigating the problem, providing updates on the resolution process, and calling the customer to verify satisfaction with the outcome.

• Call customers/vendors from time to time to educate them about new services or products as well as improve customer satisfaction levels to help drive sales.

• Call inactive customers/vendors to confirm reasons for inactivities, escalate and resolve where necessary and encourage them to resume water purchase and usage.

• Verify and receive monthly Pump Insurance (PiN) payments collected from handpump communities by Field Officers on behalf of 4WardWA.

• Manage the database of existing and new customers.

• Generate weekly and monthly sales reports.

• Work closely with the WASH and Sales Officer on other sales-related activities carried out by the Department.

• Any other duties as assigned by the Supervisor

KEY EXPECTED RESULTS

• Relationship-building: Customer, staff, and stakeholder relationship management.

• Time management skills: The ability to prioritize, multi-task, and be time efficient.

• Teamwork, leadership, and motivational skills: The ability to organize, manage and motivate the team to ensure productivity and excellence.

• Report Writing: Effective and accurate customer reports being produced on a timely basis

QUALIFICATION

EDUCATION

Minimum qualification of first degree in sales, communication studies, marketing, human resource management or other related fields.

Experience

At least 2 years of experience in a Customer Support-Related Role is required.

REPORTING

The Customer Service Officer will report to and work closely with the Sales and Marketing Manager.

WORKING CONDITION

Work Environment: Must live in Daboase, Takoradi, and surrounding areas.

Physical Demands: Sitting, standing, and/or walking for up to 8 hours per day. The total working hours in a week is 40 hours. Should work be done during evenings and weekends, the Customer Service Officer will be compensated with an equal amount of time off.

Travel Requirements: May be required to travel.

PREFERRED SKILLS

• Should take a strategic approach to the planning and management of tasks.

• Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality.

• Excellent verbal and written/ interpersonal communication skills with an ability to build relationships with people at all levels.

• Demonstrate problem-solving capability – the ability to create a win-win situation while deriving desired numbers and outcomes.

• Attention to detail and the ability to multitask efficiently.

• Proficiency in English and local dialects of the assigned area (Fante or Twi) required.

GENERAL COMPETENCIES

The following competencies are expected of all 4Ward Development employees:

Job knowledge: Demonstrates knowledge of purposes, objectives, practices and procedures required to perform the job.

Productivity: Produces a volume of work consistent with the normal requirements of the job.

Quality of work: Work is accurate, thorough and timely according to agreed standards and expectations agreed.

Communication: Expresses information verbally and in writing in a clear and coherent manner.

Reliability: Can be depended upon to perform assigned tasks in a timely manner and degree of supervision required.

Initiative: Exhibits drive to complete tasks and takes charge in the absence of detailed instructions.

Delegation: Delegating and following up regularly to ensure that delegated duties and responsibilities are carried out.

Teamwork: Establishes and maintains positive working relationships with co-workers and works to share responsibilities towards common targets.

Leadership: Motivates and builds morale, eliciting cooperation from subordinates and achieving results through a team effort.

Constructive Feedback: Accepts improvement-oriented ideas and offers the same to colleagues or those under their supervision

LOCATION:

This position is based in Daboase, Western Region, Ghana.

HOW TO APPLY FOR THIS JOB: 

Please send cover letter, resume, and references to: [email protected] by the close of business on 29th January 2024. Only shortlisted candidates will be contacted.

Please use the job title and (Daboase, Ghana) as your e-mail subject.

ADDITIONAL NOTES

• Equivalent education, training and/or certification may be substituted for experience and education shown above Equivalent education, training and/or certification may be substituted for experience and education shown above