Call
Center Agents
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
http://career.nftconsult.com/index.php?m=careers&p=showJob&ID=1682