Esoko Ghana Vacancies 2018

Esoko is changing how organizations manage smallholder farmers, suppliers and clients through the effective use of mobile/web innovations. Our solutions include mobile and web-based tools for data collection coupled with field deployment; an SMS/voice-based communication platform and call centre for farmer management; and an electronic extension mobile and web app. Esoko seeks to empower individuals and organizations with innovative (mobile and web) communication tools and information that improves how markets work.

Job Description

Job Title: Call Centre Representative

Job Summary

Esoko provides market information services and support to farmers via SMS, voice-SMS and a call centre. Call centre representatives support farmers with information on market prices, weather forecast, advisory services including help around treating disease, new growing practices, application of fertilizers and access to markets and buyers. It’s an innovative and exciting business that helps empower rural farming communities with information that they can easily access over a phone. The position will require you to answer calls in a call centre in central Accra, in collaboration with key experts and partners. We are looking for persons fluent in Gruni, Kusal, Dagbani, Kasim and Wali. You need to have the patience to work in an office environment, answering calls all day, and you need to have a real passion to help people.

The Way We Work

We are hardworking and passionate about what we do. We want to drive economic development through technology innovations and are looking for like-minded people who are open, generous, professional and adventurous.

Core Responsibilities

• Answer inbound calls/or emails promptly and in accordance with established procedures
• Empathize with callers and provide technical advice about using Esoko and crop/livestock production guidelines.
• Responding courteously and solving problems for a complete caller satisfaction experience
• Recognizing, applying and explaining product knowledge to customers
• Direct requests and unresolved issues to the Customer Care Manager
• Transfers customers to other internal departments where appropriate
• Keep records of customer interactions and details of actions taken
• Must comprehend and interpret customer complaints/or suggestions accurately
• Developing feedback or complaints procedures for customers to use;
• Developing customer service procedures, policies and standards for the organization or department;
• Meeting with other managers to discuss possible improvements to customer service;
• Being involved in staff recruitment and appraisals for the Call Centre;
• Leading or supervising a team of Call Centre staff

Competencies

• Bachelor’s degree in Agric and experience in Agric extension required
• Ability to speak these languages (Gruni, Kusal, Mampruli, Kasim, Wali, Dagbani)
• Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity.
• Maintain professional internal and external relationships that meet company core values.
• Proactively establish and maintain effective working team relationships with all support departments
• Excellent verbal and written communication skills
• Attention to detail and accuracy
• Knowledge in computer operating systems
• A sound knowledge in telephone etiquette
• Good team player with the right temperament
• Proficient data entry skills