Customer Service & Agent Support Executive Ghana

BagginsHQ is a remote-first technology and business services company serving customers and businesses across different markets.

We are building a high-performing remote team focused on customer experience operational excellence commercial growth and measurable results.

We are looking for a Customer Service & Agent Support Executive who will play an important role in ensuring that customers receive timely and professional support while also helping our Direct Sales Agents understand processes resolve questions and become more effective in their work.

This is not a passive customer service position.

The successful candidate will be expected to take ownership communicate professionally solve problems support our sales agents and contribute directly to the overall quality and effectiveness of our customer and sales operations.

As a Customer Service & Agent Support Executive you will serve as an important link between customers Direct Sales Agents sales teams and internal departments.

You will respond to customer enquiries assist customers through approved communication channels support Direct Sales Agents when they require clarification monitor recurring questions and challenges and help agents become more successful in their work.

You will primarily use Intercom and other internal systems to manage customer enquiries communication follow-ups and support activities.

The role also includes an agent-support and supervisory function. You will help Direct Sales Agents understand BagginsHQs products services processes customer handling procedures and the correct steps to take when they encounter challenges.

• Respond promptly and professionally to customer enquiries through Intercom and other approved communication channels.
  

• Understand customer questions and provide accurate and helpful responses.
  

• Guide customers towards the appropriate BagginsHQ products services teams or next steps.
  

• Escalate technical commercial or operational matters to the appropriate internal team.
  

• Maintain accurate records of customer interactions and follow-ups.
  

• Monitor unresolved enquiries and ensure appropriate follow-up.
  

• Identify recurring customer issues and communicate them to the relevant internal teams.
  

• Maintain a professional and customer-focused communication standard.
  

• Act as a first point of support for Direct Sales Agents who require clarification or assistance.
  

• Help agents understand BagginsHQ processes products services customer handling procedures and lead-management requirements.
  

• Assist agents in understanding what information should be collected from prospective customers.
  

• Help agents correctly navigate available internal systems and processes.
  

• Identify recurring challenges affecting agents and communicate them to management.
  

• Help new agents understand how to work professionally with customers and internal teams.
  

• Encourage agents to remain active accountable and focused on measurable commercial results.
  

• Support agents in improving their ability to progress opportunities into successful customer relationships.
  

The role carries measurable responsibility for helping Direct Sales Agents become successful.

You will:

• Track and understand common agent questions and operational difficulties.
  

• Identify agents who require additional guidance or support.
  

• Help agents resolve process-related obstacles that may prevent them from progressing leads.
  

• Follow up on recurring issues and ensure they are properly addressed.
  

• Share useful feedback with management regarding agent performance and support needs.
  

• Contribute to improving agent activity lead generation customer handling and commercial progress.
  

• Monitor the effectiveness of the support provided to agents.
  

Although this is primarily a customer service and agent-support position BagginsHQ operates within a commercially focused environment.

You will therefore be expected to:

• Recognize genuine commercial opportunities arising from customer enquiries.
  

• Direct potential customers to the appropriate sales or commercial team.
  

• Ensure qualified enquiries are properly captured and transferred.
  

• Support agents and sales teams with accurate information required to progress opportunities.
  

• Understand how customer service contributes to customer acquisition retention and revenue growth.
  

• Work closely with Direct Sales Agents Enterprise Sales Executives Technical Teams Corporate Relations and other internal departments.
  

• Ensure customer issues are escalated appropriately and followed through.
  

• Communicate recurring customer and agent feedback to management.
  

• Maintain clear records and ensure important information is not lost between departments.
  

• Support management in improving customer service and agent-support processes.
  

Performance will be measured objectively throughout probation and after confirmation.

• Number of customer enquiries handled.
  

• Response time.
  

• Resolution rate.
  

• Accuracy and quality of responses.
  

• Customer satisfaction and feedback.
  

• Proper escalation and follow-up of unresolved matters.
  

• Quality and consistency of Intercom usage.
  

• Customer retention and service-quality contribution.
  

• Number of Direct Sales Agents actively supported.
  

• Responsiveness to agent questions.
  

• Resolution time for agent issues.
  

• Quality and usefulness of guidance provided.
  

• Reduction in recurring agent questions and process errors.
  

• Number of agents successfully progressing and becoming productive.
  

• Measurable contribution to agent activity lead generation and commercial progress.
  

• Qualified opportunities identified through customer interactions.
  

• Proper transfer of qualified opportunities.
  

• Contribution to customer retention and satisfaction.
  

• Contribution to the productivity and effectiveness of the Direct Sales Agent network.
  

Specific KPIs may be reviewed and adjusted as the role and Companys operational requirements develop.

All successful candidates will begin with a 30-day performance-based probation period.

During probation:

• The position does not carry a monthly salary.
  

• The Company provides USD 40 monthly facilitation.
  

• The candidate is expected to demonstrate the ability to perform the responsibilities of the position effectively.
  

• Performance reliability communication customer handling agent support responsiveness ownership and overall contribution will be assessed throughout the probation period.
  

Completion of 30 days does not automatically guarantee permanent employment.

Candidates who demonstrate the required level of performance may be confirmed into permanent employment.

Upon successful completion of probation the successful candidate will receive:

• USD 400 monthly salary
  

• USD 40 monthly facilitation
  

• Medical insurance after the applicable qualifying period
  

• Paid annual vacation benefits in accordance with Company policy
  

• Eligibility for performance-based salary increments
  

• Eligibility for internal career progression and expanded responsibilities
  

BagginsHQ believes that employees who consistently create measurable value should have opportunities to grow.

Strong performers may receive salary increments expanded responsibilities supervisory responsibilities or consideration for other internal positions as opportunities become available.

Career progression is based on demonstrated performance reliability accountability customer impact agent-support effectiveness leadership ability and Company requirements.

BagginsHQ intends to build a small high-performing international customer service team.

For this recruitment cycle we are prioritising candidates based on:

• Kenya
  

• Nigeria
  

• Ghana
  

• Uganda
  

• Philippines
  

The Company expects to build a team of approximately six high-performing Customer Service & Agent Support Executives.

Geographic diversity is part of the Companys remote-team strategy; however selection will be based primarily on demonstrated ability communication skills reliability customer-service capability performance potential and overall suitability for the role.

• Strong written and verbal English communication skills.
  

• Excellent customer-service skills.
  

• Ability to communicate professionally with customers and internal teams.
  

• Strong problem-solving and analytical ability.
  

• Ability to learn and use systems such as Intercom and internal company platforms.
  

• Strong organizational and follow-up skills.
  

• Ability to manage multiple customer and agent enquiries.
  

• Ability to work independently without constant supervision.
  

• Strong sense of ownership and accountability.
  

• Ability to work in a performance-driven environment.
  

• Willingness to support and guide sales agents.
  

• Ability to remain professional when dealing with difficult customers or challenging situations.
  

• Previous experience in customer service customer success sales support call-centre operations account management or a related field is an advantage.
  

We are looking for someone who genuinely enjoys helping people solve problems and is capable of taking ownership rather than simply forwarding questions to someone else.

The ideal candidate is:

• Proactive rather than reactive.
  

• Helpful without requiring constant supervision.
  

• Comfortable working with measurable KPIs.
  

• Patient and professional with customers.
  

• Comfortable supporting and guiding sales agents.
  

• Curious enough to learn about BagginsHQs products and processes.
  

• Organized enough to follow issues through to resolution.
  

• Commercially aware and able to recognize opportunities.
  

• Comfortable working remotely and being accountable for results.
  

Candidates should apply with a clear understanding that the initial 30-day probation period is performance-based and does not include a salary.

The Company provides USD 40 monthly facilitation during probation.

Upon successful confirmation into permanent employment the compensation becomes USD 400 monthly salary USD 40 monthly facilitation together with the applicable Company benefits.

Candidates who are primarily seeking an immediate guaranteed salary without first demonstrating their ability to perform in the role may not be suitable for this position.

Our objective is to build a team of people who create measurable value for customers agents and BagginsHQ from the beginning.

• Reside in one of BagginsHQs priority hiring markets: Kenya Nigeria Ghana Uganda or the Philippines.
  

• Excellent written and spoken English.
  

• Strong customer-service and communication skills.
  

• Ability to work professionally with customers through chat and digital communication channels.
  

• Comfortable using web-based platforms and learning new software.
  

• Ability to learn and use Intercom and BagginsHQs internal systems.
  

• Strong problem-solving and follow-up ability.
  

• Strong organizational skills.
  

• Ability to work independently in a remote environment.
  

• Comfortable working with measurable performance targets.
  

• Able to support guide and supervise Direct Sales Agents when required.
  

• Commercial awareness and ability to identify potential sales opportunities.
  

• Strong sense of ownership accountability and professionalism.
  

• Reliable computer/laptop stable internet connection and suitable remote working environment.
  

• Previous customer service customer success sales support account management call-centre or similar experience is an advantage.
  

• Candidates must be willing to complete a 30-day performance-based probation period without salary during which USD 40 monthly facilitation is provided.
  

• USD 40 monthly facilitation during the 30-day probation period.
  

• Upon successful confirmation: USD 400 monthly salary USD 40 monthly facilitation.
  

• Medical insurance after the applicable qualifying period.
  

• Paid annual vacation benefits in accordance with Company policy.
  

• Performance-based salary increments.
  

• Internal career progression opportunities.
  

• Opportunity to take on expanded supervisory and operational responsibilities.
  

• Fully remote working environment.
  

• Opportunity to work with an international technology and business-services company.
  

• Opportunity to support and develop a network of Direct Sales Agents.
  

• Performance-driven environment where measurable contribution is recognized and rewarded.