Kalenjin Speaking Call Center Agent

Nairobi, Kenya Full-time

 

The Call Center Agent (CCA) will be responsible for ensuring GiveDirectly recipients receive gold standard customer support. The Call Center Agent will also resolve recipient questions and resolve any issues related to GiveDirectly’s program. The Call Center Agent will also play an important role in collecting content for fud raising. This position will reward strong service skills, attention to details and effective communication with staff. The role will report to the Call Center Team Leader.

Responsibilities

  • Receive incoming calls and provide solutions and responses to both enquiries and complaints from GiveDirectly recipients.
  • Raise/escalate any sensitive cases that may cause harm to a recipient life/family safety for action to be taken.
  • Capture the interaction between the CCA and the recipients accurately without omissions and distortion.
  • Propose any new ideas to the TL/QA/CCM based on the recipient feedback
  • Conduct telephone surveys to ensure recipients have received their transfers with no issues
  • Collect, Confirm and Capture any new information from the calls.
  • Understand the escalation process and raise challenging cases to supervisors.
  • Handle other recipient support channels if required (eg. SMS)

Key Competencies and Attributes:

  • Ability to handle complaints in a polite; empathetic and professional manner
  • Ability to use a positive, constructive, and solution-focused approach whenever conflict arises
  • Positive attitude and enthusiasm when faced with routine work
  • Ability to multi task
  • High levels of integrity and confidentiality of recipient information.
  • Excellent telephone etiquette
  • Excellent communication skills
  • Proficiency in Kalenjin language is a MUST

 Knowledge and skills:

  • A quick learner who has a passion for providing solutions.
  • At least 1 year experience in call centers/service industry.
  • Past experience in NGOs is an added advantage
  • Fluent in Kalenjin, Swahili and English Language
  • Proficient in MS Word, Excel
  • Previous experience working in the call center / hospitality industry is an added advantage