Job Title: Call Center Agents
Hiring Organization: Lipa
Later
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Fintech
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 11/07/2023
Act as
the gatekeeper of the Company, you will be our vendor’s first point of contact,
responsible for delivering a best-in-class support experience, handling
merchant’s queries, providing appropriate solutions and alternatives within
reasonable time limits to ensure merchant activation and retention.
Key Duties and Responsibilities:
Sales
enablement
Build
relationships with vendors trading all our platforms, offer support to ensure
growth in sales.
Vendor
Relationship Management
Answer
inbound calls, generate outbound calls to attend to vendors’ questions and
concerns to offer support and ensure a resolution is reached.
Merchant
Onboarding and Training
Attract
vendors by promoting the product and the company positively, answering
questions, and addressing concerns as they arise.
VXP i.e
feedback and survey handling
Stay
proactive in monitoring vendor relationships through conducting regular surveys
and taking feedback logs for future reference.
New
Product Dissemination
Introduce
new and ongoing vendors to new products the company is launching, address their
concerns and make sales.
Escalation
Coordination
Follow
the escalation procedures in place to address high-priority or complex vendor
issues. Ensure vendors have a path for escalating issues when they feel their
concerns are not being adequately addressed.
Campaign
Onboarding
Support
the Partner Success Team in onboarding vendors for campaigns,negotiating for
discounts and getting exclusive offers.
Vendor
retention
Follow up
on churned vendors and ensure they are reactivated while also monitoring
retention.
Vendor
Feedback
Share
relevant data and performance metrics with vendors to help them understand
their performance and be transparent about companies’ policies, procedures, and
expectations.
Any other
duties assigned by your supervisor.
Qualifications
Diploma/Bachelor’s
Degree or 2 years relevant experience.
Effective
communication and interpersonal skills.
Proven
relevant experience in a call center doing sales or supporting vendors in
E-commerce or fintech is preferred.
B2B
experience is preferred
Ability
to prioritize tasks with competing deadlines.
Ability
to manage multiple merchants and projects simultaneously.
Flexibility
to adapt to changing environments and priorities.
How To
Apply
If you
believe you can clearly demonstrate your abilities to meet the relevant
criteria for the role, please submit your application quoting in the subject
line the Job Title “Call Center Agent (Vendors)” and attach a detailed CV with
the correct e-mail address and telephone contacts. All written applications and
CVs should be submitted to careers@lipalater.com
