\nLocation: This role is based in Nairobi, Kenya.\n\nAbout this role:\n\nThe 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 GiveDirectlyโs 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. \n\nReports to: Associate Field Manager\n\nWhat you'll do:\n\n\nReceive incoming calls and provide solutions and responses to both enquiries and complaints from GiveDirectly recipients.\n\nRaise/escalate any sensitive cases that may cause harm to a recipient's life/family safety for action to be taken.\n\nCapture the interaction between the CCA and the recipients accurately without omissions and distortion.\n\nPropose any new ideas to the TL/QA/CCM based on the recipient feedback\n\nConduct telephone surveys to ensure recipients have received their transfers with no issues\n\nCollect, Confirm, and Capture any new information from the calls.\n\nUnderstand the escalation process and raise challenging cases to supervisors.\n\nHandle other recipient support channels if required (eg. SMS)\n\n\n\n\nKey Competencies and Attributes:\n\n\nAbility to handle complaints in a polite; empathetic and professional manner\n\nAbility to use a positive, constructive, and solution-focused approach whenever conflict arises\n\nPositive attitude and enthusiasm when faced with routine work\n\nAbility to multi-task\n\nHigh levels of integrity and confidentiality of recipient information.\n\nExcellent telephone etiquette\n\nExcellent communication skill\n\n\n\n\n Knowledge and skills:\n\n\nBachelorโs degree in a relevant professional field\n\nA quick learner who has a passion for providing solutions.\n\nAt least 1-year experience in call centers/service industry.\n\nPast experience in NGOs is an added advantage\n\nFluent in Tugen, Swahili and English Language is a must have.\n\nProficient in MS Word, Excel\n\nMust possess a valid Certificate of Good Conduct\n\n\n \n\n#Salary and compensation\n
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:\n\n
$70,000 — $110,000/year\n
\n\n#Benefits\n
๐ฐ 401(k)\n\n๐ Distributed team\n\nโฐ Async\n\n๐ค Vision insurance\n\n๐ฆท Dental insurance\n\n๐ Medical insurance\n\n๐ Unlimited vacation\n\n๐ Paid time off\n\n๐ 4 day workweek\n\n๐ฐ 401k matching\n\n๐ Company retreats\n\n๐ฌ Coworking budget\n\n๐ Learning budget\n\n๐ช Free gym membership\n\n๐ง Mental wellness budget\n\n๐ฅ Home office budget\n\n๐ฅง Pay in crypto\n\n๐ฅธ Pseudonymous\n\n๐ฐ Profit sharing\n\n๐ฐ Equity compensation\n\nโฌ๏ธ No whiteboard interview\n\n๐ No monitoring system\n\n๐ซ No politics at work\n\n๐ We hire old (and young)\n\n
\n\n#Location\nNairobi, Nairobi, Kenya
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