Customer Experience Officer

Must-have:

• Bachelor’s degree (Exceptional candidates without a degree will be considered provided they did at least 2 years of university and/or are enrolled in a recognised institution).
  
• 0 – 3 years call centre experience.
  
• Ability to work in a fast paced environment
  
• Solution oriented
  
• Excellent communication and critical thinking skills
  
• Ability to work with a variety of stakeholders in multi-cultural environment.
  
• Excellent spoken and written English and Kiswahili
  

Strong plus:

• Proven experience in a similar position
  
• Experience in the productive use of renewable energy (PURE) industry.
  

• Provide first call resolution for Agsol customers (mill owners or operators)
  
• Identify and escalate product, technical or operations issues to the relevant department.
  
• Register product warranties for new customers using Agsol’s cloud-based app
  
• Conduct courtesy calls with new mill owners to support onboarding and first use
  
• Ensure all customer issues (technical, commercial and training-related) are handled on time and in full
  
• Educate customers on various aspects of Agsol’s product and service portfolio, including:
  
• Best practices in using the Agsol Hammer Mill
  
• Safe and efficient use of the Agsol Hammer Mill
  
• Routine maintenance and care, including replacement parts requirements
  
• New product offerings
  
• Keep accurate and timely records of all interactions with customers in the method prescribed by management
  
• Adhere to the shift schedule as planned (including weekend/holiday shifts when required)
  
• Understand, monitor and improve key performance indicators (e.g. first call resolution rate, response time)
  
• Prepare regular reports and insights for the Customer Experience Team Leader or any other manager
  
• Track key performance indicators, including but not limited to Net Promoter Score (NPR)
  
• Carry out data management activities as required e.g. interviews with customers, survey administration, data collection, review and analysis