Customer Experience (CX) Agents at Apollo Agriculture

About the Role:

Apollo Agriculture is seeking experienced customer experience professionals to join our Telesales team as Customer Experience Agents. As a Customer Experience (CX) Telesales Agent at Apollo Agriculture, your pivotal role is to deliver exceptional customer experiences to our diverse clientele including farmers, agents, and agro-dealers. Through inbound and outbound calls, you will provide product and service information, address inquiries, troubleshoot issues, and promote Apollo's offerings. Your strong attention to detail, excellent communication skills, and unwavering dedication to customer satisfaction will significantly contribute to the growth and success of the company. 

Responsibilities:

• Promptly respond to incoming inquiries, ensuring accurate information delivery.
• Record all customer interactions meticulously and in accordance with company procedures. 
• Skillfully troubleshoot and resolve first-level customer issues related to the Apollo digital application. 
• Precisely capture and maintain detailed information about farmers, agents, and agrodealers in the designated system. 
• During call support, employ upselling and cross-selling techniques to promote various products and services to customers. 
• Skillfully interpret and communicate complex farmer information, including loan packages and balances. 
• Diligently handle phone and SMS requests from farmers, agents, and agrodealers.  Manage and resolve complaints, providing comprehensive feedback upon issue resolution. 
• Offer clear and accurate explanations of procedures while addressing inquiries in alignment with company policies. 
• Utilize provided tools to conduct surveys and collect valuable customer feedback.  Identify and escalate service delivery issues to higher levels of support when necessary.
• Uphold high-quality service standards while actively identifying opportunities for improvement. 
• Maintain a high level of customer service and respect for farmers while performing your duties. 
• Ensure proper safeguarding of company assets designated for your use. 

Requirements:

• Be a holder of an Undergraduate degree or a diploma certificate 
• +2yrs experience in customer service, customer support, or related roles  Proficiency in English, Kiswahili, and a vernacular language. 
• Self-motivated and capable of remote work with minimal supervision. Basic computer skills and familiarity with Windows or Ubuntu OS. Background in data entry. 
• Excellent verbal and written communication skills 
• 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. 
• 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!