Summary: Customer Service (Agent Network) at Fieldforce Solutions Manages agent network support, resolves operational inquiries, and drives service delivery across field agent locations. Requires Bachelor’s or Diploma in Business/Communications and 1+ years’ customer service or agent network experience. Full-time.
We
are seeking two customer-focused and proactive Customer Service (Agent Network)
Representatives to support our growing agent network.
Job Summary
- The Customer Service (Agent Network) Representative will serve as a
key point of contact for agents, assisting them with account-related
matters, product information, transactions, operational issues and general
agency support.
The role will also involve supporting agent onboarding and activation, following up on agent performance, resolving issues and working closely with the Sales, Operations, Finance and Customer Support teams to ensure efficient agency business execution.
Key Responsibilities
- Provide timely and professional support to agents through telephone,
WhatsApp and other approved communication channels.
- Assist agents with account registration, activation, verification
and general account-related queries.
- Guide agents on products, services, systems, promotions and
operating procedures.
- Assist agents with transaction-related queries, including deposits,
withdrawals, payments and other operational issues.
- Identify and resolve routine agent problems and escalate complex
issues to the appropriate department.
- Support the onboarding and activation of new agents by providing the
necessary information, guidance and follow-up.
- Follow up with newly onboarded agents to encourage activation and
continued business activity.
- Monitor agent activity and identify inactive or underperforming
agents for follow-up.
- Support the implementation of agent acquisition, retention and
engagement campaigns.
- Communicate approved promotions, incentives and campaign information
to agents.
- Maintain accurate records of agent interactions, issues, resolutions
and follow-up activities.
- Work closely with the Agent Network, Sales, Marketing, Finance and
Operations teams to resolve agent issues efficiently.
- Collect feedback from agents regarding products, services, market
conditions and operational challenges.
- Identify recurring agent challenges and provide recommendations for
improving service delivery and agency operations.
- Assist with agency business execution and achievement of
agent-network performance targets.
- Ensure all interactions and activities comply with company policies,
procedures and applicable regulatory requirements.
- Maintain confidentiality of agent and customer information.
Qualifications &
Requirements
- Diploma or degree in Business Administration, Marketing, Sales,
Communications, Customer Service or a related field is preferred.
- Minimum of 1–2 years’ experience in customer service, sales support,
account management, agency operations or a related role.
- Experience in the betting/gaming, telecommunications, fintech,
mobile-money or other agent-based business will be a strong advantage.
- Excellent verbal and written communication skills in English and
Kiswahili.
- Strong customer-service and relationship-management skills.
- Good understanding of sales and agent-network operations.
- Ability to communicate effectively with agents from different
backgrounds and locations.
- Strong problem-solving and conflict-resolution skills.
- Good computer skills and ability to work with CRM, agent-management
or other business systems.
- Good numerical and analytical skills.
- Ability to multitask and manage a high volume of agent queries.
- Target-oriented, proactive and self-motivated.
- Strong attention to detail and accurate record keeping.
- Ability to work independently and as part of a team.
- Willingness to work flexible hours, including weekends and public
holidays, where required.
How to Apply
Interested and qualified
candidates should forward their CV to: jobs@ffsolutions.co.ke using the position as
subject of email.
