Call Center Agent
Posted on :
05-12-2024
Employer Active
1 Vacancy
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Job Description
- Ensure that all calls received on the farmers call center are responded and addressed in line with required standards of professionalism and excellence
- Operate and maintain a system-enabled knowledge base interface (CRM Platform) to facilitate and expedite resolution of farmers queries and complaints
- Monitor company's corporate channels including the company website and the corporate social media account to direct queries to the right departments. Document queries and follow up with relevant departments for support
- Conduct the handling of farmers complaints and issues through assigning each complaint with a reference number to track it, providing farmers with regular updates regarding their issues/complaints and acting as the focal point for any complaints escalated by farmers. This includes managing farmers expectations, and overseeing the implementation of corrective actions as required in coordination with relevant departments and stakeholders
- Continuously update content of knowledge base, resolution scripts and Frequently Asked Questions database based on the trends identified in terms of queries and issues being faced by farmers
- Develop and roll out farmer satisfaction surveys aimed at identifying the level of farmers satisfaction with the services provided by company.
- Collect survey responses, analyze data and develop summaries regarding the level of farmers satisfaction and submit to the Corporate Communications Manager.
Employment Type
Full Time
Department / Functional Area
Key Skills
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