Call Center Agent

Key Responsibilities:

1. Ensure that all calls received on the farmers call center are responded to and addressed in line with required standards of professionalism and excellence.
2. Operate and maintain a system-enabled knowledge base interface (CRM Platform) to facilitate and expedite resolution of farmers' queries and complaints.
3. Monitor the company's corporate channels including the company website and corporate social media accounts to direct queries to the right departments. Document queries and follow up with relevant departments for support.
4. Handle farmers' complaints and issues by assigning each complaint a reference number to track it, providing farmers with regular updates regarding their issues/complaints, and acting as the focal point for any complaints escalated by farmers. This includes managing farmers' expectations and overseeing the implementation of corrective actions as required in coordination with relevant departments and stakeholders.
5. Continuously update the content of the knowledge base, resolution scripts, and Frequently Asked Questions database based on trends identified in queries and issues faced by farmers.
6. Develop and roll out farmer satisfaction surveys aimed at identifying the level of farmers' satisfaction with the services provided by the company.
7. Collect survey responses, analyze data, and develop summaries regarding the level of farmers' satisfaction and submit them to the Corporate Communications Manager.