Position: Customer Service Agent

Reporting to: Telesales Manager

Location: Kampala, Uganda

Client Brief

Founded in 2012, Our client’s Vision is to build a world where people take control of their environment in rewarding and sustainable ways. They do this by developing and commercializing life-changing technology that solves the biggest daily challenges for the world's 570 million smallholder farming households. Over the last 5 years, the company has grown significantly and now has employed 100+ people around the world

Job Brief

Duties and Responsibilities

• Answering a high volume of incoming phone calls and assisting customers with their inquiries or concerns.
• Resolving customer complaints or issues in a timely and efficient manner.
• Providing information to customers about products or services.
• Documenting customer interactions and transactions in a call center software or CRM system.
• Meeting or exceeding performance goals, such as call handling time or customer satisfaction.
• Keeping current with company and industry-related information to ensure accurate information is provided to customers.
• Identifying and escalating complex customer issues to a supervisor or manager as needed.
• Following up with customers to ensure their needs were met.
• Participating in training and development programs to improve skills and performance.

Experience, skills and qualifications

• At least 2 years experience in working in a call center as Customer Service Representative;
• Knowledge of call center terminology, applications, and metrics
• Hands-on, detail-oriented, and strong execution skills.
• Good communication Skills both Written and Spoken with the ability to interact freely with customers.
• Passion for irrigation and proactive in decision making
• Independent thinkers who are able to thrive in a fast-paced dynamic environment.
• Have the ability to handle pressure, meet deadlines
• Be organized and be an expert in time management
• Basic computer skills.