Your mission at Sistema.bio:
As the Customer
Support Executive, you will make verification and
follow-up calls to customers relating to the Biofertilizer Tank safety
campaign. You will also address or escalate any complaints or queries that may
arise from the calls.
Responsibilities
You’ll be in charge of:
- Calls
- Completing 100% of assigned
preliminary and follow-up Biofertiliser tank (BFT) safety calls with at
least 95% success rate.
- Tracking
- Tracking all data and information
from outbound and inbound calls related to the Biofertiliser tank (BFT)
project.
- Ensuring 100% accuracy in data
collection.
- Troubleshooting and/or escalating customer
issues through designed channels
- Accurately capturing customer
issues in the ticket log/data capture system while ensuring immediate
escalation of issues that require second-level resolution.
- Achieving set operational efficiency metrics by
efficiently utilizing time, tools, and resources to achieve the following;
- 80% call completion rate.
- 95% CRM Data Accuracy &
Updates.
- 80% Resolution Rate – How quickly
assigned missed calls are returned.
- Attending 100% required training (Ispring or
external) while attaining a pass of 85% on all courses.
Qualifications
- Diploma in customer service, public relations,
business, or equivalent.
- At least one year of relevant customer service
experience.
- Excellent verbal and written communication
skills.
- Strong empathy and patience when dealing with
customers.
- Effective problem-solving abilities.
- Sound knowledge of products and services.
- Proficiency in basic computer applications.
- Strong conflict resolution and de-escalation
skills
Other important details:
- This is a full-time position based in Nairobi.
- We offer a hybrid work model.
- This is a fixed-term role for a duration
of three months.
- The starting date is as soon as possible.
How to Apply
