Tupande Contact Center Inbound Agent [Fixed-Term] Contract

About the Role

• This is a junior level position on a renewable contract basis.
• They main objective of this role is to serve and support our farmers across Kenya through calls, emails, and social media.
• You will be part of the Contact Center team that is a sub-team of the Business Operations Department. You will report to a Team Supervisor within a team of 5-10 of your peers.
• To succeed in this role, you must meet the following metrics: First Call Resolution >90%, Average Call Handling Time <3mins, Customer Satisfaction Score >95%, Zendesk Recorded Tickets >85 tickets, Adherence 98%, Attendance 98%.

Responsibilities

• Handle phone calls from both prospective and current customers.
• Record case details and any actions taken to resolve the case in the ticketing system.
• Provide customers with information relating to their loan package with Tupande.
• Resolve cases by providing solutions on the first call, reducing the need for escalation.

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

• A minimum of a Diploma from a recognized college/university.
• 1-2 years experience in contact center operations and applications.
• Good phone handling techniques.
• Fast typing skills.
• Experience with contact center technology, agent productivity tools, and quality management tools.
• Skills in email management, internet websites, Microsoft Office, and Google Suite.
• Language: English, Kiswahili, Luhya, Kalenjin, Kisii, Kikuyu, Luo and Giriama is an added advantage.