Agent Care Officer, Ethiopia. (6-month Contract)
Addis Ababa, Addis Ababa, Ethiopia
Full Time
Mid Level
About the role.
BURN is looking for an Agent Care Officer who will be responsible for providing support and assistance to agents or representatives ensuring that agents have the necessary resources, guidance, and well-being support to effectively carry out their roles and provide exceptional customer service.
Duties and Responsibilities.
Skills and Experience
· Data analysis and reporting skills. (E)
· Communication skills, both written and spoken English
· Fluent in Amharic, Oromifa and Somali.
Please ensure your application is submitted in PDF format and written in English.
Qualified Female Candidates encouraged to Apply
BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).
BURN is looking for an Agent Care Officer who will be responsible for providing support and assistance to agents or representatives ensuring that agents have the necessary resources, guidance, and well-being support to effectively carry out their roles and provide exceptional customer service.
Duties and Responsibilities.
- Daily agent network management, including calls to agents, interface for sales operations, reconciliation and commercial.
- Agent engagement through performance data from sales operations, collecting field feedback from agents, and overseeing the resolution of open agent tickets.
- Ensure the flow of agent-related information upwards and downwards.
- Ensure the daily reporting and escalation of all agent's issues collected by the agent care officers to the TSMs and TLs.
- Ensure the tracking and reporting of all agent care activities conducted.
- Coordinate PJPs (Personal Journey Plan) per Agent and TSM (Territory Sales Manager) by the agent care officers, leading the process to clean up the database.
- Ensure that the team conducts daily agent training and mentoring of agents through calls.
- Ensure Agent quality and recruitment checklist by the agent care officers.
- Support sales target.
- Daily/Weekly feedback report to Tl, TSM, Country lead.
Skills and Experience
· Bachelor's degree in arts, business, environmental science, project Management or a related field. (E)
· Strong organizational and multitasking abilities. (E) · Data analysis and reporting skills. (E)
· Communication skills, both written and spoken English
· Fluent in Amharic, Oromifa and Somali.
Please ensure your application is submitted in PDF format and written in English.
Qualified Female Candidates encouraged to Apply
BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).
Apply for this position
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