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Call Center Agent Job in Kenya

Agro Dealer Support Call Center Agent

About the Role: Apollo is seeking an experienced Call Centre agent

Your Day-to-day

  • Make outbound calls to farmers and partners to handle inquiries and or provide support
  • Diligently handle farmer’s and partner customer inquiries via telephone and/or SMS/Intercom
  • Manage and resolve farmers/customers/partners and Field Teams’ complaints as it pertains to the agro dealer channel.
  • Training Partners and their attendants with the product, promotions, referrals, technical/mobile app, and service information by clearly explaining procedures; answering questions and queries; providing information following the Company’s policies and procedures. Identify and escalate priority issues that need to be handled at a different level, and do the necessary follow-up of customer concerns.
  • Accurately document all customer interaction information according to standard operating procedures as the Company shall detail to you from time to time.
  • Daily reporting and updates of any feedback/insights/recommendations/challenges ensure high-quality results by adhering to standards and guidelines as well as identify customer service process gaps and recommend improvement in procedures. In case of process gaps where a possible solution is not insight, you can escalate it for the relevant team to follow up.
  • Ensure high-quality results by adhering to set KPIs as will be provided in detail to you from time to time by your supervisor.
  • Ensure 100% product availability at all times at the assigned cohort of partner accounts.
  • Troubleshoot Mobile App Related issues and provide first-level resolutions to the customer.
  • Treat farmers and partners with respect and maintain high standards of customer care while attending to your duties.
  • Take care of the company’s assets that are accorded to you individually as well as those meant for common use.

You Are

  • Be a holder of an undergraduate degree or a diploma certificate
  • Conversant with English, Kiswahili, and specific vernacular language.
  • Must be able to converse in Embu/Meru/Mbeere dialects
  • Self-driven and able to work remotely with minimal supervision.
  • Have basic computer skills and be familiar with Windows or Ubuntu OS.
  • Have a background in Customer experience support
  • Access to a stable internet

We

  • Are a collaborative team of smart and ambitious people who are dedicated to serving our customers.
  • Make magic happen to solve hard problems and always come with solutions when challenges arise.
  • Are comfortable taking risks that can result in radical scale, and understand that failures are opportunities to learn and improve.
  • Are considerate listeners and take the time to deeply understand and seek out ideas from the people around us, even when we disagree.
  • Offer a dynamic environment that fosters talent, collaboration, and growth.
  • Take pride in our work and share the responsibility to see it through from conception to deployment.
  • Back up our talk with a competitive compensation and benefits package and challenging projects.
  • Value autonomy, honesty, transparency, and respect. Are excited to hear from you!

How To Apply

Interested and qualified? Go to Apollo Agriculture on jobs.lever.co to apply

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