Call Center Agent Job at GiveDirectly

• 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 feedback
• Conduct telephone surveys to ensure recipients have received their transfers with no issues
• Collect, 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)

Requirements

Key Competencies And Attributes

• Ability to handle complaints in a polite; empathetic and professional manner
• Ability to use a positive, constructive, and solution-focused approach whenever conflict arises
• Positive attitude and enthusiasm when faced with routine work
• Ability to multi-task
• High levels of integrity and confidentiality of recipient information.
• Excellent telephone etiquette
• Excellent communication skill

Knowledge And Skills

• Bachelor’s degree in a relevant professional field
• A 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 advantage
• Fluent in Tugen, Swahili and English Language is a must have.
• Proficient in MS Word, Excel
• Must possess a valid Certificate of Good Conduct