BURN is looking for an Agent Care Officer who will be responsible for providing support and assistance to agents or representatives ensuring that agents have the necessary resources, guidance, and well-being support to effectively carry out their roles and provide exceptional customer service.
Duties
and Responsibilities
- Daily agent network management, including
calls to agents, interface for sales operations, reconciliation and
commercial
- Agent engagement through performance data
from sales operations, collecting field feedback from agents, and
overseeing the resolution of open agent tickets.
- Ensure the flow of agent-related
information upwards and downwards.
- Ensure the daily reporting and escalation
of all agent’s issues collected by the agent care officers to the TSMs and
TLs
- Ensure the tracking and reporting of all
agent care activities conducted
- Coordinate PJPs (Personal Journey Plan)
per Agent and TSM (Territory Sales Manager) by the agent care officers,
leading the process to clean up the database
- Ensure that the team is conducting daily
agent training and mentoring of agents through calls
- Ensure Agent quality and recruitment
checklist by the agent care officers
- Support sales target
- Daily/Weekly feedback report to Tl, TSM,
Country lead
Skills and Experience
- Bachelor’s degree in arts, business,
environmental science, project Management or a related field.
- A minimum of 3 years of experience in
sales support, preferably in the clean cooking industry, solar or related
environmental sectors.
- Effective communicator
- Efficient planner and collaborator
- Behave Ethically: Understand ethical
behaviour and business practices and ensure that your behaviour and the
behaviour of others are consistent with these standards and align with the
values of the organization.
- Communicate Effectively: Speak, listen,
and write in a clear, thorough, and timely manner using appropriate and
effective communication tools and techniques.
- Creativity/Innovation: Develop new and
unique ways to improve the organization’s operations and create new
opportunities.
- Foster Teamwork: Work cooperatively and
effectively with others to set goals, resolve problems, and make decisions
that enhance organizational effectiveness.
- Lead: Positively influence others to
achieve results that are in the organization’s best interest.
- Make Decisions: Assess situations to
determine the importance, urgency, and risks, and make clear decisions
that are timely and, in the organization’s, best interests.
- Organize: Set priorities, develop a work
schedule, monitor progress towards goals, and track
details/data/information/activities.
- Plan: Determine strategies to move the
organization forward, set goals, create, and implement action plans, and
evaluate the process and results.
- Solve Problems: Assess problem situations
to identify causes, gather and process relevant information, generate
possible solutions, and make recommendations and/or resolve the problem.
How To Apply