Agrodealer Success Agents - 10 Positions at Apollo Agriculture

About the Role

We're looking for qualified and enthusiastic customer experience and account management rockstars to join our Agrodealer Success Team. As an Agrodealer Success Agent, you will be responsible for managing the partner (agrodealer) and customer (farmer) experiences. You will be tasked with end-to-end partner support, which includes ensuring that our partners receive necessary and timely support to help them succeed in fulfilling their obligations to our customers. You will receive and respond to partner enquiries in a timely and accurate manner, anticipate and troubleshoot problems, and provide information regarding Apollo's products and services through trainings.

Available Vacancies: 10+

Location: Remote/ Anywhere (Kenya)

Reporting Lines: This role reports to the Partner Experience Associate

• Work with an assigned cohort of partners to ensure a continuous flow of product availability for our customers. 
• Make outbound calls to staff,  farmers, and partners to conduct surveys, handle inquiries and or provide support and ensure first-call resolution while escalating any outliers to relevant parties until resolved. This while keeping in mind set SLAs. 
• Diligently handle farmer's and partner customer inquiries via telephone and/or SMS/Intercom 
• Manage and resolve farmers/customers/partners and Field Teams' complaints as it pertains to the agro dealer channels.
• Training Partners and their attendants with product, promotions, referrals , technical/mobile app  and service information by clearly explaining procedures; answering questions and queries; providing information in accordance with the Company’s policies and procedures.
• Accurately document all customer interaction information according to standard operating procedures as the Company shall detail to you from time to time.
• Daily reporting and update of any feedback/insights/recommendations/challenges
• Ensure high-quality results by adhering to standards and guidelines as well as identify customer service process gaps and recommend improvement in procedures. In case of process gaps where a possible solution is not in sight, you can escalate it for the relevant team to follow up.
• Ensure high-quality results by adhering to set KPIs as will be provided in detail to you from time to time by your supervisor.
• Ensure 100% product availability at all times at the assigned cohort of partners.
• Troubleshoot Mobile App Related issues and provide first-level resolutions to the customer.
• Treat farmers and partners with respect and maintain high standards of customer care while attending to your duties.
• Take care of the company's assets that are accorded to you individually as well as those meant for common use.

Requirements:

• Have Previous Account management experience  
• You have heart and Grit
• Are Highly organized with strong execution, prioritization, and collaboration skills
• Have a working knowledge of platforms needed to deliver on responsibilities - Google Drive, Google Sheets/Excel, Google Slides/PowerPoint, etc.,
• Having a diploma or graduate in business-related disciplines would be ideal.
• Are an Excellent communicator with well-developed interpersonal skills to relate with partners and fellow colleagues.
• Have the Ability to work under minimum supervision with resilience and a “can do’’ attitude.
• Are Conversant with English, Kiswahili, and vernacular language.
• Are Self-driven and able to work remotely with minimal supervision.
• Have basic computer skills and be familiar with Windows or Ubuntu OS.
• Previous call center experience will be an advantage.

We:

• Are a collaborative team of smart and ambitious people who are dedicated to serving our customers. 
• Make magic happen to solve hard problems and always come with solutions when challenges arise. 
• Are comfortable taking risks that can result in radical scale, and understand that failures are opportunities to learn and improve. 
• Are considerate listeners and take the time to deeply understand and seek out ideas from the people around us, even when we disagree. 
• Offer a dynamic environment that fosters talent, collaboration and growth. 
• Take pride in our work and share the responsibility to see it through from conception to deployment. 
• Back up our talk with a competitive compensation and benefits package and challenging projects. 
• Value autonomy, honesty, transparency, and respect. 
• Are excited to hear from you!