Call Center Executive (Francophone)

DepartmentMarketing and Communications


 

Role Title: Call Center Executive

 

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 Africa 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 10 years, Farmerline and its partnership network has profiled and served over 1.7 million farmers and digitized over 4,000,000 acres of farmland across 18 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. We are an Equal Opportunity Employer. We value diversity and encourage applications from all candidates. We believe that diverse perspectives help our teams to create innovative solutions and understand our global clients’ needs. In alignment with our values, we are committed to recruiting and retaining a diverse global workforce without discrimination. 

Field

Details

Job Title

Call Center Executive

Department and Location

Marketing & Communications,

(Abidjan, La Côte d’Ivoire / Benin / Togo) 

Incumbent Supervisor

Customer Experience Manager

Suggested start date

May 2023

Length of assignment

Renewable every 6 months, subject to performance






 

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 Cote D'ivoire 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 

  • At the forefront of driving exceptional customer experience through both inbound & outbound channels . 
  • Professionally engage and address  customer issues  pertaining to the company’s products & services 
  • Receive all incoming calls enquiries and redirect them to the appropriate department for necessary action
  • Build good customer-focused relationships with all callers confirming or clarifying the information
  • 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
  • Offer upselling & cross selling  opportunities on both outbound & inbound channels 
  • 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
  • Represent the company's interests at all times;
  • Maintain confidentiality
  • Any other duty assigned

 

Required Qualifications

  • Applicant must have basic computer knowledge 
  • Must be young  and enthused about serving customers
  • Fluency in french and at least 2 of the following local dialects; Yoruba, Fon, Fulfulde, Bariba, Dendi, Mina, Eve, Kabiye, Tem, Dioula, Moré, Baoulé, or Malinké
  • 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 and ability 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

 

Desirable

  • Knowledgeable in Agriculture
  • English proficiency
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