CUSTOMER SERVICE – NASRIA 694 views

Purpose of Position:

The position will serve as first point of contact for the agricultural Insurance scheme products, information, services, and queries.

Key Performance Areas:

Managing incoming calls and provide information on products & services;
Generate telephonic sales leads that might develop into new customers;
Identifying and assess farmers needs and provide satisfactory services accordingly;
Take an extra mile to engage with farmers;
Collaborate and liaise with regional coordinators and third-party service providers to gather information and resolve issues;
Handle farmers complaints, provide appropriate solutions and alternatives within given time limits;
Mange the helpline database and prepare reports on inbound/ outbound calls;

Education/Qualifications:

Grade 12, with a Business Admin diploma;

Experience/Knowledge & Skills:

At least 2–5-years relevant experiences, with sound knowledge/ background of customer service helpline, Proven customer support experience, computer literacy essential (Word, Excel and PowerPoint, Teams, Zoom, Google meet etc.);

Behavioural Skills:

Strong phone contact handling skills and active listening, excellent communication both written and verbal; strong customer focus and excellent telephone etiquette, exceptional interpersonal and rapport building skills, patience, and empathetic attitude, troubleshooting skills, including familiarity with complex or multi-line phone systems, ability to multi-task, prioritize, and manage time effectively, ability to work under pressure and meet deadlines;