General Customer Experience Agent at Apollo Agriculture

About the Role:

We are seeking experienced call center executives to join out team as General Customer Experience agents. The General Customer Experience Agent is a key member of Apollo Agriculture’s General Agent Pool, working within the dynamic General Customer Support Workstream. This role involves handling customer inquiries, conducting outbound calls, and ensuring excellent service delivery. Agents are allocated to different queues based on work volume, and assignments can change frequently, even hourly, to meet the demands of a fast-paced call center environment.

Responsibilities:

• Handle inbound calls from customers via the toll-free line, providing accurate, helpful information and resolving inquiries efficiently, with a focus on First Call Resolution.
• Record all customer interactions with high-quality information on Odoo tickets.
• Conduct outbound calls for both sales and non-sales activities, including Deposit Push/Approval Verification, Post Pick-Up calls, planting date surveys, and other data collection initiatives.
• Follow scripts and processes to meet sales targets while maintaining a professional and friendly tone.
• Escalate complex issues promptly to ensure timely resolution.
• Gather and document data accurately and efficiently, adhering to specific survey requirements.
• Use call center tools effectively to track customer interactions and escalate issues as needed.
• Adapt to queue assignments and adhere to queue-specific protocols and processes to achieve performance goals.

Requirements:

• A holder of an Undergraduate Degree or Diploma from a recognized institution
• Self-motivated and capable of remote work with minimal supervision
• Intermediate computer skills and familiarity with Windows or Ubuntu OS.
• Detail-oriented
• Experience in data entry work is a plus
• Access to a stable internet connection.  
• A team player of high integrity