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.
For phase one, we will focus on supporting them in how to configure and use existing mobile/SMS alerts that come from our client and relate to market prices, offers to buy and sell, and other configuration issues.
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
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
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