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GiveDirectly about 2 years ago
cloudcontentexcelmanagementoperationsvoice
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Location: This role is based in Nairobi, Kenya.About this role:The Call Center Agent (CCA) will be responsible for ensuring GiveDirectly recipients receive gold standard customer support. The Call Center Agent will also resolve recipient questions and resolve any issues related to GiveDirectly’s program. The Call Center Agent will also play an important role in collecting content for fundraising. This position will reward strong service skills, attention to detail, and effective communication with staff. Reports to: Associate Field ManagerWhat you'll do:Receive incoming calls and provide solutions and responses to both enquiries and complaints from GiveDirectly recipients.Raise/escalate any sensitive cases that may cause harm to a recipient's life/family safety for action to be taken.Capture the interaction between the CCA and the recipients accurately without omissions and distortion.Propose any new ideas to the TL/QA/CCM based on the recipient feedbackConduct telephone surveys to ensure recipients have received their transfers with no issuesCollect, Confirm, and Capture any new information from the calls.Understand the escalation process and raise challenging cases to supervisors.Handle other recipient support channels if required (eg. SMS)Key Competencies and Attributes:Ability to handle complaints in a polite; empathetic and professional mannerAbility to use a positive, constructive, and solution-focused approach whenever conflict arisesPositive attitude and enthusiasm when faced with routine workAbility to multi-taskHigh levels of integrity and confidentiality of recipient information.Excellent telephone etiquetteExcellent communication skill Knowledge and skills:Bachelor’s degree in a relevant professional fieldA quick learner who has a passion for providing solutions.At least 1-year experience in call centers/service industry.Past experience in NGOs is an added advantageFluent in Tugen, Swahili and English Language is a must have.Proficient in MS Word, ExcelMust possess a valid Certificate of Good Conduct#Salary and compensation

No salary data published by company so we estimated salary based on similar jobs related to Cloud, Excel and Non Tech jobs that are similar:
$70,000 — $110,000/year#LocationNairobi, Nairobi, Kenya