Job Purpose: Our client offers a market information service via
SMS, and is now providing support to farmers via a Call Centre. Farmers will be
seeking support on a variety of topics.
In phase two, we anticipate growing
the service to a much broader advisory service, including help around treating
diseases, new growing practices, application of fertilizers, access to markets,
weather, and buyers/sellers.
It’s a totally innovative and
exciting new project that will empower rural farming communities with
information that they can easily access over a phone.
We hope to support farmers in most
local languages and dialects but mostly in Swahili and English. The actual work
will require you to answer calls in a call center in Nairobi in collaboration
with key experts and partners.
You need to have patience to work in
an office environment, answering calls all day and sometimes, building crop
production content and digitizing. You need to have a real passion to help
people.
The Way We Work
The Way We Work
We are hardworking and passionate about what we do. We want to drive economic development through technology innovations and are looking for like-minded people who are open, generous, professional and adventurous.
Core Responsibilities
- You will drive and be the key owner to the
following responsibilities:
- Answer inbound calls/or emails promptly and in
accordance with established procedures
- Empathize with callers and provide technical
advice about using Esoko and crop/livestock production guidelines.
- Responding courteously and solving problems
for a complete caller satisfaction experience
- Recognizing, applying and explaining product
knowledge to customers
- Direct requests and unresolved issues to the
Call Centre Manager
- Transfers customers to other internal
departments where appropriate
- Keep records of customer interactions and
details of actions taken
- Must comprehend and interpret customer
complaints/or suggestions accurately
- Build and educate customer’s interest in the
services and products offered by Esoko
- Providing individualized customer service of
high-standard professional level
- Facilitating the collected competitive
information to monitor business opportunities and trends
- Proactively keeps up to date on new procedures
- Provide technical support for end users
through effective troubleshooting and problem-solving
- Identifies the need to escalate specific
issues and follow through where necessary
- Assist in identifying and building agronomic content
and digitization.
How to Apply