Role Description

• 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. 

• 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

• 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

• 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
• Proven experience in a similar position (Strong plus)
• Experience in the productive use of renewable energy (PURE) industry (Strong plus)