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Call Reception Agent Job in Kenya - NGO

Call Reception Agent

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.
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:


·         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


·         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:

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