Job Description
Reporting to Communication Specialist, the Call Center Officer will carry out the following duties:
Tasks and Responsibilities:
Manages the customer service operations, which deals directly with customers and the first point of contact
Develops, tracks and reports key performance measurements of call center
Develops and implements process and procedures to improve operational efficiency
Establish customer relationships by providing prompt, accurate and friendly customer service
Oversees cross functional work areas targeted to resolve issues raised by customers
Manage project Helpline: Outbound and inbound calls handling
Ensuring daily user trends helpdesk statistics & Monthly incident tracking reports.
Attending various programs conducted by team
Visiting the outreach points to understand existing & prospective customer related issues
Fortnightly stakeholder meetings with aim of review progress, challenges with call center and to agree mid-course process or strategy corrections.
Submission of a fortnightly progress
report and minutes of each review meeting
Deliverables
The following will be undertaken and delivered:
Number of calls received and handled
Weekly report
Monthly report and quarterly report
Customer satisfaction on key project services report developed on quarterly basis
Minimum Qualifications
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Bachelor’s Degree in Journalism
3 Years of relevant experience
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Bachelor’s Degree in International Development
3 Years of relevant experience
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Bachelor’s Degree in Mass Communication
3 Years of relevant experience
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Bachelor’s Degree in Agriculture Economics
3 Years of relevant experience
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Bachelor’s Degree in Agribusiness
3 Years of relevant experience
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Bachelor’s in Social Sciences
3 Years of relevant experience
Competency and Key Technical Skills
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Integrity
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Strong critical thinking skills and excellent problem solving skills.
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Inclusiveness
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Accountability
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Communication
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Teamwork
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Client/citizen focus
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Professionalism
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Commitment to continuous learning
