Customer Experience (CX) Agents

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.

Industries:Financial Services

Function: Others