JOB DESCRIPTION: CALL CENTER REPRESENTATIVE
Company: EarthEnable Rwanda
Reports to: Marketing and Sales Director
Location:Nyamata, Bugesera District
Compensation: Commensurate with Experience
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Who We Are
At EarthEnable, we believe that our clients deserve our very best, that morning high-fives are the best way to start the day, and that the best ideas could come from any part of the company. We celebrate each other’s wins, learn from our setbacks, and are deeply proud of the impact we make every day. We believe that a clean, dust-free floor means more than living in a healthy home. It means pride and dignity in the place our customers most treasure: their homes. Being a part of our team means more than building floors: it means building an organization and building a better future for rural families.
What We Do
EarthEnable is transforming the way people live, by making homes healthier for families across rural Rwanda. 75% of Rwandans live in homes with dirt floors which are dusty, unsanitary, and fertile breeding grounds for parasites and germs. While replacing a dirt floor with concrete has significant health benefits (e.g. reducing diarrhea by 50% and parasitic infections by 80%), concrete is unaffordable for many who need it.
EarthEnable addresses this pressing and ubiquitous problem by selling high-quality, earthen floors that are 70% cheaper than concrete with 90% less embedded energy. Earthen floors are already prevalent in modern homes in the United States and are composed of natural materials (clay, sand, and laterite). EarthEnable trains and hires local masons to install the floors which are sealed using a proprietary drying oil that makes them waterproof, strong, and polished.
About the Role
The Call Center Representative plays an integral role in advancing the mission of this company: eliminating dirt floors. Much of the role will focus on maintaining satisfaction for our customers, when they call in with issues. The Call Center Representative will communicate with customers and Customer Representatives (Tube Heza employees) and liaise with internal departments to make sure that issues are addressed, managed and closed. Furthermore, they will also speak to customers about their product interests, and will assist in selling the products. Lastly, they will execute outbound calls to customers for research and/or marketing purposes. Throughout all of this, the Call Center Rep is expected to maintain flawless records with strong attention to detail and, more than anything, respect and courtesy and concern for our customers and their needs. After all, Tube Heza does not exist without our customers.
Tasks
● Answer calls from customers to learn about and address their needs, complaints, or other issues with products or services.
● Communicate with other internal departments, if necessary, to ensure that issues are being addressed.
● Make calls to customers for the purposes of research and marketing.
● Utilize appropriate opportunities in conversations to speak to customers about their product needs/interests, in order to sell additional products and services.
● Use discretion and judgement to identify and escalate issues of particular priority.
Attitude/Mentality
●Ensure that clients feel supported and valued in all interactions. Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
● Respond efficiently and accurately to callers, explaining possible solutions and our process of issue resolution.
● Build lasting relationships with customers and other call center team members based on trust and reliability.
● Always show deep care and concern for the customer, they are your ultimate boss.
Tracking/Data Management
● Utilize software, databases, and tools appropriately to input data and keep a record of all customer interactions. Attention to detail is paramount.
● Meet or exceed outbound call targets while providing excellent consistent customer service.
●Consistently strive for what is better, including making recommendations to improve internal systems and processes.
●Report to Senior Management on relevant issues and metrics.
Qualifications
· Exceptional people skills (including customer empathy) and managerial skills; avid team player with a coaching and mentoring approach
· Fluency (or advanced business proficiency) in English and Kinyarwanda
· Ability to manage a variety of tasks and workstreams
· Resourcefulness and critical thinking skills to quickly determine why something isn’t working and iterate quickly to try to solve it; creative problem solving
· Excellent attention to detail, commitment to excellence, and outstanding work ethic
·Optimistic attitude, sense of humor, entrepreneurial spirit, curiosity to learn new things, creative problem solver, humble and patient team-player with a sense of humor
· Strong technology skills (knowledge of Excel, Salesforce, Google Docs, and Dropbox)