Saharan Fresh

Customer Experience Agent

We are looking for an experienced Customer Experience Agent who will be responsible for attending to the incoming customer interactions on phone, email, social media or any other Omni channel touchpoint that may be put in place as a point of incoming contact for the customers.

The role holder will also respond to customer queries, generate revenue through order placement, upsell and cross-sell, educate the customer on our products and services and escalate customer complaints for investigation and resolution.

Responsibilities of the Customer Experience Agent position:

Customer Service

Answer incoming customer interactions in the prescribed process and guidelines troubleshoot and resolve issues to achieve customer experience excellence.

Revenue Generation

Sell, upsell, and cross-sell products through educating the customers on product features, deals, and offers and place customer orders in the set system as per the prescribed process of accurate order placement.

Analyze the customer order history in the system and leverage this information to grow the customer basket size based on the categories the customer buys and introduce categories that the customer can buy.

Escalations and Call Tagging

Document all call information and customer feedback according to standard operating procedures which include call tagging, dispositions, and adherence to the correct escalation matrix.

Adhere to the assigned work schedules, shifts, and workflows for individual productivity.

 Minimum Qualifications and Requirements:

Have at least an Undergraduate Degree preferably in Business Management Studies, Business Administration, Sales, Marketing, or any other relevant field.

Have at least two (2) years of work experience in a customer service-related field, in a multifaceted high-volume contact center delivering quality and quantity in a time-sensitive environment.

Be digitally literate, proficient with applicable contact center technologies, software applications, phone systems, customer relationship management systems, and the Microsoft Office suites.

A demonstrated ability to multitask, patience, and remain patient and calm under pressure, especially during peak hours or intense situations.

Can quickly comprehend the business and elucidate company policies and products and services offerings.

Possess good analytical, critical thinking, problem-solving skills, interpersonal, communication, and presentation skills, organizational skills, with emphasis on priorities and goal setting.

Can communicate information, whether technical or non-technical to varied stakeholders internal and external to the business in a clear and concise manner.

If your qualified with this position requirement, Send us your Covering application letter and CV with three referees. Find the link from Only qualified applicant will be contacted.

Application deadline: December 21, 2021

Saharan fresh is an Equal Opportunity Employer. We champion equal treatment of all applicants. Saharan fresh does not charge its applicants any fees whatsoever and has not authorized any agent to levy any fees on its behalf. If anyone requests you to make any payment with respect to this application, please report the incident to or to our hotline on +255 (0) 652 444 555.