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Customer Service Job in Kenya

Job Title: Customer Service Representative
The Customer Service Representative, take cares of Olivado farmers by warmly attending their queries and following them until they are resolved and the farmer is satisfied.
Also attracts potential farmers by answering questions regarding Olivado services and suggesting information about the benefits of joining Olivado.
The customer service representative process queries, prepare correspondences and fulfill farmer’s needs to ensure farmer satisfaction.
Job Description
·         Liaise with accounts department to open and maintain farmers accounts by recording account information.
·         Resolve product or service problems by clarifying the farmer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
·         Recommend potential products or services to management by collecting farmers information and analyzing farmers needs
·         Prepare service reports by collecting and analyzing customer information
·         Manage large amounts of incoming calls
·         Identify and assess customers’ needs to achieve satisfaction.
·         Build sustainable relationships of trust through open and interactive communication.
·         Provide accurate, valid and complete information by using the right methods/tools
·         Liaise with the Field Team, in order to provide the right feedback and actions to resolve complaints.
·         Keep records of customer interactions, process customer accounts and file documents
·         Follow communication procedures, guidelines and policies.
·         Go the extra mile to engage farmers.
·         Resolve complaints via phone, email, mail or social media
·         Use telephones to reach out to farmers and verify account information
·         Greet customers warmly and ascertain problem or reason for calling.
·         Create reports with the Field Operations Manager to cancel or upgrade accounts.
·         Advise on company information.
·         Take pertinent information such as addresses and phone numbers, to build a list of potential new farmers.
·         Act as the company gatekeeper.
·         Inform farmers of promotions, and field developments( eg, expected harvesting dates, pruning activities, etc.)
·         Assist on the sells of Avogrow soil enhancer.
·         Work with accounts to handle changes in policies or renewals.
How to Apply
Job adverts to be sent to / and the deadline is 02 weeks from date of publication.

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