Luganda Speaking Call Center Agents (Residing in Kenya) at Flexi-Personnel

Duties and Responsibilities

• Assist our client’s community and help resolve inquiries empathetically, accurately and on time
• Become and remain knowledgeable about the client’s products and community standards
• Make well balanced decisions and personally driven to be an effective advocate for our community
• Investigate and resolve issues that are reported on client platform such as requests for account support and reports of potentially abusive content
• Respond to user inquiries with high quality, speed, empathy and accuracy
• Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
• Enforce client’s Terms of Use by carefully monitoring reports of abuse on the site
• Review the reported content within agreed turnaround times and standards of quality
• Identify inefficiencies in workflows and suggest solutions
• Recognize trends and patterns, and escalate issues outside the company policy to the global team

Qualifications and Experience

• Between 18-28 years
• Must speak English and Luganda.
• Must come from a low-income community
• High school education mandatory. College education an advantage
• Must be currently unemployed or working as a casual
• Must possess strong interpersonal skills, verbal and written communication skills and most importantly empathy
• High affinity and cultural awareness of political/social situation regarding the relevant market/region