Call Centre Specialist – Agricultural Mechanization Job Vacancy at Agricom Africa Ltd

Job Summary:

The Call Centre Specialist – Agricultural Mechanization is responsible for providing customer support and technical assistance related to the sale, operation, maintenance, and troubleshooting of agricultural machinery and equipment. This role serves as a vital communication link between customers (including farmers, agribusinesses, and agricultural professionals) and the company, ensuring that customers receive timely and accurate information about machinery products, services, and solutions. The specialist will also offer expert advice on best practices for using agricultural equipment to enhance farm productivity and efficiency.

Key Responsibilities:

1.Customer Support and Inquiry Handling:

• Answer inbound calls, emails, and other communication channels from customers seeking information about agricultural machinery and mechanization solutions.
• Provide detailed information about the company’s products, such as tractors, harvesters, irrigation systems, plowing equipment, and other agricultural machinery.
• Respond to questions regarding product availability, pricing, specifications, and features.

2.Technical Assistance and Troubleshooting:

• Offer technical support for customers encountering issues with their agricultural machinery or equipment.
• Guide customers through troubleshooting steps and assist with minor repairs or maintenance, where possible, over the phone.
• Provide information on the proper use and maintenance of machinery to ensure optimal performance and longevity.

3.Sales Support and Product Promotion:

• Assist in identifying customer needs and recommend appropriate agricultural machinery or mechanization solutions based on their farming operations and requirements.
• Promote the company’s products and services, offering potential upgrades, add-ons, or new machinery that may enhance the customer’s agricultural practices.
• Upsell additional services such as extended warranties, maintenance packages, or equipment financing, if applicable.

3.Customer Education and Best Practices:

• Educate customers on the benefits and features of agricultural mechanization, as well as the best practices for using machinery to improve farm productivity and reduce labor costs.
• Provide advice on seasonal machine requirements, equipment calibration, and safety protocols during operation.

4.Documentation and Record Keeping:

• Maintain accurate and detailed records of customer interactions, including inquiries, issues, resolutions, and follow-ups, in the company’s CRM system.
• Document feedback on product performance, customer preferences, and common issues to support continuous improvement of products and services.

5.Problem Resolution and Follow-Up:

• Resolve customer complaints and issues promptly and efficiently, ensuring customer satisfaction and product performance standards are met.
• Conduct follow-up calls or emails with customers to ensure that their issues have been resolved to their satisfaction and that they are satisfied with the products or services provided.

6.Collaboration with Other Departments:

• Work closely with the sales team, product specialists, and technicians to provide accurate and timely solutions to customer inquiries.
• Collaborate with service and maintenance teams to schedule repairs, service visits, or parts replacements for customers as needed.

7.Quality Assurance & Performance Metrics:

• Ensure all customer interactions are handled professionally and in alignment with the company’s quality standards.
• Achieve key performance indicators (KPIs), including call response time, first call resolution, customer satisfaction, and issue resolution time.

8.Adherence to Safety and Compliance Standards:

• Advise customers on the safe operation of machinery, compliance with safety standards, and maintenance schedules to ensure long-term reliability.
• Ensure all advice and information provided complies with relevant industry regulations and standards.

Skills and Qualifications:

• Education:
• Bachelor’s degree in Agricultural Engineering, Agribusiness, or related field preferred.
• Experience:
• 3-5years of experience in a customer service or technical support role, preferably within the agricultural or machinery industry.
• Knowledge of agricultural machinery, including tractors, harvesters, irrigation systems, and other mechanization equipment is highly desirable.
• Technical Skills:
• Basic understanding of agricultural machinery operation, maintenance, and troubleshooting.
• Familiarity with CRM software, call center management tools, and Microsoft Office Suite.
• Ability to learn and explain technical aspects of agricultural mechanization to non-technical customers.
• Soft Skills:
• Excellent communication skills with the ability to explain technical concepts clearly and patiently.
• Strong problem-solving abilities and the ability to think critically under pressure.
• Ability to build rapport with customers and maintain positive relationships.
• Strong attention to detail and organizational skills.
• Certifications (optional but desirable):
• Certifications in agricultural machinery, mechanical maintenance, or technical support.
• Customer service or call center training.

Work Environment:

• Full-time, with rotating shifts to cover peak times during planting or harvest seasons.
• Primarily office-based, but remote work may be possible depending on company policies.
• Involves regular communication with farmers, equipment operators, and agribusiness professionals, often requiring empathy and understanding of farming conditions.
• May involve occasional travel to customer locations for on-site support or product demonstrations.

Mode Of application:

Send your cv through: – recruitment@agricom.co.tz

Equal Opportunity Employer:

Agricom Africa Limited is an equal opportunity employer. We value diversity and encourage applicants from all backgrounds to apply.