Background information about the job or company (e.g., role context, company overview)

Sistema Biobolsa is a system that transforms the manure of animals into biogas and a potent, natural fertilizer. By inputting the manure in the system on a daily basis, you will be able to develop and grow your activities on the farm,

Responsibilities or duties

Your mission at Sistema.bio:

As the Customer Support executive, you will make verification and follow-up calls to customers relating to the Biofertilizer Tank safety campaign. You will also address or escalate any complaints or queries that may arise from the calls.

You’ll be in charge of:

• Calls
• Completing 100% of assigned preliminary and follow-up Biofertiliser tank (BFT) safety calls with at least 95% success rate.
• Tracking
• Tracking all data and information from outbound and inbound calls related to the Biofertiliser tank (BFT) project.
• Ensuring 100% accuracy in data collection.
• Troubleshooting and/or escalating customer issues through designed channels
• Accurately capturing customer issues in the ticket log/data capture system while ensuring immediate escalation of issues that require second-level resolution.
• Achieving set operational efficiency metrics by efficiently utilizing time, tools, and resources to achieve the following;
• 80% call completion rate.
• 95% CRM Data Accuracy & Updates.
• 80% Resolution Rate - How quickly assigned missed calls are returned.
• Attending 100% required training (Ispring or external) while attaining a pass of 85% on all courses.

Qualifications or requirements (e.g., education, skills)

More about YOU:

• Diploma in customer service, public relations, business, or equivalent.
• Excellent verbal and written communication skills.
• Strong empathy and patience when dealing with customers.
• Effective problem-solving abilities.
• Sound knowledge of products and services.
• Proficiency in basic computer applications.
• Strong conflict resolution and de-escalation skills

Experience needed

At least one year of relevant customer service experience.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Other important details:

This is a full-time position based in Nairobi.

We offer a hybrid work model.

This is a fixed-term role for a duration of three months.

The starting date is as soon as possible.

• Completing 100% of assigned preliminary and follow-up Biofertiliser tank (BFT) safety calls with at least 95% success rate.
• Tracking all data and information from outbound and inbound calls related to the Biofertiliser tank (BFT) project.
• Ensuring 100% accuracy in data collection.
• Accurately capturing customer issues in the ticket log/data capture system while ensuring immediate escalation of issues that require second-level resolution.
• Achieving set operational efficiency metrics by efficiently utilizing time, tools, and resources to achieve the following; 80% call completion rate.
• 95% CRM Data Accuracy & Updates.
• 80% Resolution Rate - How quickly assigned missed calls are returned.
• Attending 100% required training (Ispring or external) while attaining a pass of 85% on all courses.

• Excellent verbal and written communication skills.
• Strong empathy and patience when dealing with customers.
• Effective problem-solving abilities.
• Sound knowledge of products and services.
• Proficiency in basic computer applications.
• Strong conflict resolution and de-escalation skills

• Diploma in customer service, public relations, business, or equivalent.