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• Work with an assigned cohort of partners to ensure a continuous flow of product availability for our customers.
• Make outbound calls to staff, farmers, and partners to conduct surveys, handle inquiries and or provide support and ensure first-call resolution while escalating any outliers to relevant parties until resolved. This while keeping in mind set SLAs.
• 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 channels.
• Training Partners and their attendants with 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.
• 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 partners.
• 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.

Requirements:

• Have Previous Account management experience
• You have heart and Grit
• Are Highly organized with strong execution, prioritization, and collaboration skills
• Have a working knowledge of platforms needed to deliver on responsibilities - Google Drive, Google Sheets/Excel, Google Slides/PowerPoint, etc.,
• Having a diploma or graduate in business-related disciplines would be ideal.
• Are an Excellent communicator with well-developed interpersonal skills to relate with partners and fellow colleagues.
• Have the Ability to work under minimum supervision with resilience and a “can do’’ attitude.
• Are Conversant with English, Kiswahili, and vernacular language.
• Are Self-driven and able to work remotely with minimal supervision.
• Have basic computer skills and be familiar with Windows or Ubuntu OS.
• Previous call center experience will be an advantage.

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!