Customer Support Executive at Sistema Biobolsa

Your mission at Sistema.bio:

As the Customer Support executive, you will make verification and follow-up calls to customers relating to the Biofertilizer Tank safety campaign. You will also address or escalate any complaints or queries that may arise from the calls.

You’ll be in charge of:

• Calls 
  • Completing 100% of assigned preliminary and follow-up Biofertiliser tank (BFT) safety calls with at least 95% success rate.
• Tracking
  • Tracking all data and information from outbound and inbound calls related to the Biofertiliser tank (BFT) project.
  • Ensuring 100% accuracy in data collection.
• Troubleshooting and/or escalating customer issues through designed channels 
  • Accurately capturing customer issues in the ticket log/data capture system while ensuring immediate escalation of issues that require second-level resolution.
• Achieving set operational efficiency metrics by efficiently utilizing time, tools, and resources to achieve the following;
  • 80% call completion rate.
  • 95% CRM Data Accuracy & Updates.
  • 80% Resolution Rate - How quickly assigned missed calls are returned.
• Attending 100% required training (Ispring or external) while attaining a pass of 85% on all courses.

More about YOU:

• Diploma in customer service, public relations, business, or equivalent.
• At least one year of relevant customer service experience.
• Excellent verbal and written communication skills.
• Strong empathy and patience when dealing with customers.
• Effective problem-solving abilities.
• Sound knowledge of products and services.
• Proficiency in basic computer applications.
• Strong conflict resolution and de-escalation skills

Other important details:

• This is a full-time position based in Nairobi.
• We offer a hybrid work model. 
• This is a fixed-term role for a duration of three months.
• The starting date is as soon as possible.