Call Center Agent Job at GiveDirectly

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

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