The Customer Experience Officer role is key to ensuring a successful customer journey. The role calls for someone with an obsessive, continuous, permanent, incessant, consistent, tough, constant, fun and everlasting quest to satisfy our customers!! This role is an entry level position but with the opportunity to prove what you can do and rapidly grow within the company
Responsibilities
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
Qualifications & Experience
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.
