Call Center Agent Job at GiveDirectly… See details on how to apply for the opportunities available at GiveDirectly.
RESPONSIBILITIES:
- 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
