Call Center Agents - Agro Dealer Success Team at Apollo Agriculture

Your Day-to-Day

• Make outbound calls to farmers and partners to handle inquiries and or provide support
• 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 channel
• Training Partners and their attendants on 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.
• Identify and escalate priority issues that need to be handled at a different level, and do the necessary follow-up of customer concerns
• 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 partner accounts
• 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
   

You

• Are a holder of an undergraduate degree or a diploma certificate
• Are conversant with English, Kiswahili, and specific vernacular language
• Must be able to converse in Embu/Meru/Mbeere dialects
• Self-driven and able to work remotely with minimal supervision
• Have basic computer skills and be familiar with Windows or Ubuntu OS
• Have a background in Customer Experience Support
• Have access to a stable Internet

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
• Value autonomy, honesty, transparency, and respect
• Are excited to hear from you!