Call Center Agent - Farmerline

The Call Center Representative at Famerline is the essential link between Farmerline and the customers who are onboarded to the companys services. He/ she manages communication with these customers, mostly rural farmers in Ghana and West Africa. We are searching for a polite and professional Call Centre Rep who will work closely with other team members to provide outstanding service to our customers by answering questions and forwarding any complaints to the right Manager. As a Call Centre Agent, you may handle a high volume of incoming and/or outgoing calls and you should seek to provide a positive experience for each person who calls and provide an accurate or efficient response to satisfy each caller. The Call Centre Representative will be evaluated on their success connecting to farmers, and translating these interactions into both high satisfaction for customers and important feedback for Farmerline.

Responsibilities

• Receive all incoming calls from clients and address their needs such as complaints or other issues with products or services
• Receive enquiries and redirect them to the appropriate department for necessary action
• Respond efficiently and accurately to all callers and ensuring that clients feel supported and valued
• Actively listen and clarify information (if you do not know please ask before passing on any information)
• Build good customer focused relationships with all callers confirming or clarifying information
• Relate well with all clients and diffuse any angry callers as and when required
• On a daily basis, document and record calls received and issues presented by the clients
• Provide a monthly progress report of successful client/customer growth relationships
• Translate, record and edit audio content into local languages
• Conduct surveys to collect farmer feedback on trainings
• Update incomplete profiles of served farmers
• Conduct customer satisfaction surveys

2020 Quarter 2 Objectives

Content and curriculum development

• Translate, record and edit training-based voice messages in local languages

Farmer Training and Behaviour change

• Conduct surveys to collect farmer feedback on trainings

Qualification

• Must be a young person
• Applicant must have a minimum WASSCE
• Must have the willingness and ability to work in rural communities
• Fluency in several local dialects and especially Twi, Dagbani, Frafra, Waale and Sisaale
• Ability to multi-task and independently organize work and prioritize tasks.
• Self-motivated, honest, highly responsible, and punctual.
• Ability to work both independently and as part of a team
• Willingness to handle a high volume of incoming calls
• Self-starter who takes initiative, a problem-solver, and an excellent communicator
• Proven experience in the use of mobile technology

Benefits and Compensation

• Moderate Salary
• Local Health Insurance
• Daily Lunch
• Intensive training and professional development opportunities
• Provision of requisite resources for the delivery of a high-quality client end support