Field Escalation Agents at Apollo Agriculture

Apollo Agriculture is seeking Field Escalation Agents to provide over-the-phone support to our Field Agent networks. The Field Escalation Agent will be responsible for supporting the agent to succeed in signing up more farmers and ensuring they flow through the Apollo process, responding to agent questions, and providing problem-solving support across the board - whether process and system questions, product questions or customer issues arising. They will also own the escalation process of flagging key questions or issues beyond their scope, and following up to ensure resolution.

As a member of the Field Escalation Agent team, you will need to be incredibly knowledgeable of the agent experience, and will therefore need to spend time in the field understanding our customers, field activities, agent processes and systems, to be able to provide more robust support.

Reporting: This position reports to the Field Support and Telesales Manager

Responsibilities:

• Make daily outbound calls to field agents, assisting them in achieving their targets and goals
• Providing sales support to field agents with the aim of helping them achieve their sales targets
• Regularly communicate key talking points to agents, boosting their sales performance and product knowledge
• Inform the agents about new products and new features on the app
• Guide agents through troubleshooting and navigating the agents' app
• Review the agent's account and provide updates and information on the status of their account which includes performance, commission, etc
• Accurately document all agent interaction information according to the standard operating procedures as the company shall detail to you from time to time
• Meet personal/ team qualitative and quantitative set targets
• Identify and Escalate priority issues that need to be handled at a different level and do the necessary follow-up on customer concerns
• Collaborate with other call center teams but not limited to Customer experience, and agro dealer experience teams to enhance agent customer service
• Generate regular reports from feedback collected from the assigned cohort
• Support Field Sales Managers in training field agents when needed

Requirements:

• Hold an Undergraduate degree or a diploma certificate
• 2+ years experience in a call center or customer service environment
• Proficiency in English, Kiswahili, and a vernacular language
• Self-motivated and capable of remote work with minimal supervision
• Flexible to work from Nairobi office when required
• Basic computer skills and familiarity with Windows or Ubuntu OS
• Background in data entry
• Access to a stable internet connection
• Comfortable spending time in the field to better understand agent experience and challenges

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