Call Reception Agent
Job Location: Kakamega
We are seeking experienced and
talented individual to take up the position of a Case Reception Agent in the
Business operations department at our Kakamega Office. Below are the details
for the position and directions on how to submit application:
Responsibilities
Requirements
Job Location: Kakamega
Reporting To: Call Reception Team
Lead
Job Description
We are an international NGO with a
strong footprint in Kenya, Rwanda, Burundi, and Tanzania: In these countries
our 3,000+ strong staff serves over 600,000 smallholding farmers and helps them
to grow their way out of hunger and poverty.
Responsibilities
·
Professionally receive phone calls or
emails from both prospective and current clients, as well as One Acre Fund
field staff
·
Record case details and any actions
taken to resolve the case accurately in Customer
·
Engagement’s ticketing system
·
Provide clients with information
relating to their loan package with One Acre Fund
·
Resolve others cases such as phone number
changes
·
Check to see if caller or email
requester has previously recorded cases
Some key KPIs will be:
Average First Response Time o First
Call Resolution %
·
Call Duration
·
Correctly Categorized Tickets o
Customer Satisfaction Score
Other Duties (5%)
·
Handle one-off requests from Case
Receiving Team Lead
·
Any other roles assigned by the
supervisor
Requirements
·
Must have call centre experience
·
Possess, a diploma or a degree will
be an added advantage,
·
Demonstrated computer skills in
email, internet usage and Microsoft Office Suite
·
Be a clear communicator and active
listener.
·
Ability to organize and prioritize
tasks
·
Proactive in problem solving
·
Ability to work under pressure and
deliver results
·
Fluency in Kikuyu & Kalenjin is
an added advantage
·
Excellent interpersonal and
communication skills
How to Apply
If you feel motivated to work for One
Acre Fund as a Call Reception Agent and you fulfill our requirements for this
role, we look forward to receiving your application by 16th March, 2018.
You will be prompted to a form that
must be completed. At the end of the form you will have the opportunity to
write a motivational letter and upload your CV together with that attach: