Customer Service Representative

Job Type: Full Time
Job Location: Yaoundé;
Experience Level: 3 - 5 years

Intel HR Consulting is looking for a “Customer Service Representative” for one of its clients.

Closing Date: August 02nd 2023



The ideal candidate shall perform the following tasks

  • Assist with updates to the client’s website as needed and directed by the Task Order Manager.
  • Review applicable call center scripts to ensure that any and all updates are incorporated appropriately.
  • Ensure that email templates or canned responses are up to date and accurate.
  • Monitor case volume at the Call Center and Task Order Management escalation levels to ensure that all inquiries are answered within the predetermined timeframe.
  • Monitor cases and calls addressed by Call Centers and provide feedback on the accuracy of their responses. Place mystery calls as requested.
  • Manage the IVR and the recordings in place.
  • Conduct onsite audits where feasible to ensure call center operations are being conducted within established guidelines.
  • Ensure audit reports of these visits are maintained in Atlas via Management Reporting.
  • Ensure coordination on an as-needed basis, for example with rescheduling due to closures, and only with prior approval from the Task Order Manager.
  • Provide training to staff on appointment functionality in Atlas.
  • Coordination with document delivery vendors to ensure processes are followed as stipulated per the SOP.
  • Monitor document delivery incidents and ensure timely reporting on resolution.
  • Conduct onsite audits where feasible to ensure document delivery operations are being conducted within established guidelines.
  • Ensure audit reports of these visits are maintained in Atlas via Management Reporting.
  • Monitor daily sweep report confirmations from fee collection vendor(s) and report any discrepancies.
  • Daily reconciliation of amounts swept versus receipts created.
  • Conduct onsite audits where feasible to ensure fee collection operations are being conducted within established guidelines.
  • Monitor greeter services and activities
  • Ensure that greeters are properly dressed as stipulated in the parent contract.
  • Coordinate, visit and communicate with the client on an as needed basis with prior approval of the Task Order Manager.
  • Ensure that personnels are adequately equipped/trained to utilize clients services in the country or area assigned.
  • Answer questions effectively and accurately from the client within agreed upon timeframe.
  • Escalate cases as needed to the Task Order Manager.
  • Communicate daily via email or teleconference with the Task Order Manager.
  • Draft and assist in the development of Weekly, Monthly, SLA, Quality, and Risk Reports.
  • Monitor Service Level Agreements or SLA metrics and report issues.
  • Draft meeting minutes covering every phone or in person conference held with service vendors or personnels.
  • Report to the Task Order Manager immediately should any evidence of malfeasance or fraud be detected and assist in the implementation of fraud prevention plan.


The Candidate must have

  • Bachelor’s or master’s Degree in any relevant field.
  • Three to five years of relevant professional experience required.
  • Experience in client relations and customer service management.
  • Candidates must possess Visa processing experience or have consulate experience
  • Call center experience valued.
  • Fluency in spoken and written English, French and Dutch
  • Experience in drafting concise written reports.
  • Strong IT skills to include proficiency in MS Office (Word, Excel, Outlook, and PowerPoint).
  • Excellent communication skills
  • Very dynamic and fit
  • Ability to work independently while being part of a virtual, effective team.
  • Ability to manage multiple priorities and complete tasks/projects in accordance with established deadlines.
  • Flexibility in work hours and full availability during work week.
  • Ability to conduct research to solve problems and execute solutions.
  • High level of punctuality, work ethic and discretion.
  • Ability to build and maintain effective relationships with the client, team members, and various service vendors.

NB: Only shortlisted Candidates will be contacted.

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