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. 

• 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