Digital Customer Service

Alumni story: Eugenia Obenewaa Asamoah

Overview

In our comprehensive Digital Customer Service programme, you will embark on a transformative journey to cultivate the essential skills needed to excel in the dynamic role of a Digital Customer Service Agent. Through a combination of interactive training sessions, real-world simulations, and practical case studies, you will acquire the expertise to deliver exceptional customer service, effectively handle customer inquiries and concerns, and build strong relationships with clients. Prepare yourself to become a valued asset in the realm of customer service as you hone your skills and unlock your full potential as a Digital Customer Service Agent.

Additionally, we will provide you with access to secure an in-office job or support you with freelance remote work opportunities.

At the moment this programme is being offered only for applicants living in the Greater Accra area. New regions will be available in 2024 – stay tuned!

What jobs can I do after completing the programme?

This programme trains you to become a Digital Customer Service Agent, a person who directs and helps customers online to solve the problems they encounter. Straddling customer service and solving first-level technical incidents, this job offers the opportunity to start a career in digital with little or no experience in this sector. This job can be done in all types of companies: large groups, SMEs, and startups!

Who is this programme for?

This programme is open to individuals ages 18-35 years of age living in the Greater Accra area and is currently unemployed and not pursuing other education or training. 

You don’t need any qualifications or experience to apply and we encourage applications from groups under-represented in the tech industry, particularly women and those under age 35.

We are looking for learners who are interested in helping others, building strong customer relationships and are open to learning new ways of communicating to provide exceptional customer service. 

Requirements

• Be 18-35 years old
• Living in the Greater Accra area
• Have the legal right to work and live in the Ghana
• A degree from a university, college, vocational institutes or technical training including certifications from Cisco (Cisco Certification, Cisco Networking Academy Badge or Course Certificate of Completion)
• Language Proficiency: B2 level proficiency in English language
• Available for at least 8 hours a day for online learning
• Open to work in day and night shifts

What you will gain

• It’s free-of-charge! Gain all the skills you need to launch a career in digital customer service, at no cost.
• We will provide you with access to secure an in-office job or support you with freelance remote work opportunities.
• Grow in confidence and resilience, while building your first professional network in the classroom.

What industry skills will you learn?

Technical skills

We’ll help you learn the technical skills with lots of hands-on, interactive sessions. By the end, you will go through:

• Introduction to the digital customer service agent role and professional expectations
• Identifying and resolving customer issues
• Proper etiquette while interacting with customers
• Strategies to retain knowledge of companies’ product
• Carrying out multiple tasks at the same time while maintaining expected quality of work
• Typing drills to increase words typed per minute
• How to deploy sales tactics to close a sale
• How to identify stress and use stress reduction techniques to stay calm in high pressure situations

Behaviour & mindset skills

In every job, there are key skills that will help you be successful. We’ll help you develop the key behavioural skills that will ensure you can transition into your new career smoothly and successfully. You’ll develop skills in:

• Growth Mindset: patience when resolving customer complaints and problems, determination to overcome challenges
• Persistence: Not giving up in the face of challenges (eg. meeting targets)
• Personal Responsibility: Taking ownership and meeting commitments without making excuses
• Service Orientation: Identifying customer needs in order to deliver a great customer experience

What we offer

• Free training. You’ll learn all you need to start your career and be successful – from the necessary technical skills to the employment essentials that will help you achieve your potential. 
• Connect with hiring employers. In the last few weeks of your programme, you’ll work with our Employability Coaches to prepare for life after your boot-camp. We’ll help prepare your CV and develop your interview skills, ready to be connected to hiring employers and to be supported in your job search. We’ll support you with every application and help you transition into working life.
• Dedicated mentor support during the programme and afterwards to give you the best chance of succeeding and overcoming any challenges. 

Programme Dates

What does a Digital Customer Service Agent do?

The primary goal of a digital customer service agent is to help customers resolve issues, answer questions, and ensure a positive customer experience.. 

Key responsibilities of a Digital Customer Service Agent:

• Interact with Customers: Attend to customer enquiries, feedback and complaints on various channels, including phone, live chat, social media, email, WhatsApp, etc.; authenticate customer identities or accounts
• Identify and Resolve Issues: Identify and diagnose customer issues accurately, provide technical assistance and troubleshooting; liaise with and gather information collaboratively to resolve customer issues, escalate customer issues timely and appropriately, prioritise tickets to address urgent issues and clear backlogs
• Maintain Documentation: Accurately document and record customer data, feedback and issues in systems; maintain neat and clear customer records; keep an up-to-date record of leads and customers generated from various channels
• Support with Post-sales and Marketing: Provide post-sales services for customers, identify and create opportunities to sell; proactively suggest recommendations to product and/ or service improvement

The application process

Ongoing benefits of Generation

• A trusted network. You’ll join our ever-growing network of Generation graduates with access to continued learning and support from us.
• Get involved and give back. There are many ways to get involved with spreading the Generation message once you graduate to help more people access life-changing careers.
• Ongoing support. Use your new Generation network to find out about future career opportunities and troubleshoot challenges with each other.

Partners

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