Call Centre Executive

Reports to: Customer Experience Manager

Length of assignment: Full Time

Suggested start date: Immediately

Learn about Farmerline

Do you want to improve millions of lives and leave a lasting legacy at the same time? Do you want to use your talents and skills to make a difference and not just a living? Do you want to help feed the world now and in the future? Farmerline works to reinvent how the world thinks and invests in the lives of small-scale farmers. We are working to help farmers produce and sell food. We are bold and systemic thinkers but operate lean and nimble.

Since 2013, Farmerline has directly helped farmers to improve their productivity and profit in Ghana and also provided technical support to other organizations to do the same. Farmerline started its operations serving 800 farmers in the Ashanti Region of Ghana with information via mobile information services. We have supported many organizations with  our tools and knowledge to improve the way they work with farmers. Over the past 7 years, Farmerline and its partnership network has profiled and served over 500,000 farmers and digitized over 1,000,000 acres of farmland across 16 countries in Africa.

Farmerline is a learning organization and you will have the chance to apply your ideas and creativity to solve problems every day.  If you work well in a dynamic collaborative culture, set high standards, and meet challenges with determination and a sense of humour, you’ll thrive at Farmerline.

Role overview:

The Call Center Executive is an essential link between Farmerline and the customers who are onboarded to the company’s services. He/ she manages communication with these customers, mostly rural farmers in Ghana and West Africa. We are searching for a polite and professional Call Centre Executive who will work closely with other team members to provide outstanding service to our customers by answering questions and forwarding any complaints to the right Manager. As a Call Centre Executive, you may handle a high volume of incoming and/or outgoing calls and you should seek to provide a positive experience for each person who calls and provide an accurate or efficient response to satisfy each caller. The Call Centre Executive  will be evaluated on their success connecting to farmers, and translating these interactions into both high satisfaction for customers and important feedback for Farmerline.

Responsibilities:

• Verify profiled farmers and update incomplete profiles
• Translate, record and edit audio content into local languages
• Conduct surveys to collect farmer feedback on training
• Conduct customer satisfaction surveys
• Receive all incoming calls from clients and address their needs such as complaints or other issues with products or services
• Receive enquiries and redirect them to the appropriate department for necessary action
• Respond efficiently and accurately to all callers and ensuring that clients feel supported and valued
• Actively listen and clarify information (if you do not know please ask before passing on any information)
• Build good customer-focused relationships with all callers confirming or clarifying the information
• Relate well with all clients and diffuse any angry callers as and when required
• On a daily basis, document and record calls received and issues presented by the clients
• Conduct surveys to collect farmer feedback on training
• Conduct surveys to gather information for impact monitoring and customer satisfaction

Qualifications:

• Applicant must have a minimum Diploma certificate 
• Must be a young person (less than 40 years)
• Fluency in at least 2 of the following local dialects; Dagbani, Dagaare, Kusaal, Frafra, Mampruli, Sissale, Gonja, Waale,  Bono, Kasim, Nankani, Buli, Ewe,  and Konkomba. Fluency in 2 or more local languages will be an advantage
• Ability to multi-task and independently organize work and prioritize tasks. 
• Self-motivated, honest, highly responsible, and punctual.
• Ability to work both independently and as part of a team
• Willingness to handle a high volume of incoming calls
• Self-starter who takes initiative, a problem-solver, and an excellent communicator 
• Proven experience in the use of mobile technology