Customer Experience Associate

SunCulture; Washington (District of Columbia); On-site; USD 35,000 - 55,000; Full time

Job summary

An innovative company is seeking a Customer Experience Associate to join their dynamic team. In this role, you will be the voice of the company, assisting customers with inquiries and resolving issues in a fast-paced environment. You will be responsible for ensuring customer satisfaction by providing accurate information and documenting interactions. If you have a passion for customer service and thrive in a challenging atmosphere, this is the perfect opportunity for you to make a significant impact and contribute to a mission-driven organization focused on sustainable solutions.

Qualifications

• 2+ years of experience in a call center environment.
• Strong communication skills for effective customer interaction.

Responsibilities

• Handle a high volume of incoming calls and assist customers with inquiries.
• Resolve customer complaints promptly and efficiently.

Skills

Customer Service Experience

Communication Skills

Problem Solving

Detail-oriented

Time Management

Tools

CRM Systems

Call Center Software

Job description

Position: Customer Experience Associate

Reporting to: Customer Experience Manager

Location: Kampala, Uganda

About SunCulture:

Founded in 2012, SunCulture’s vision is to build a world where people take control of their environment in rewarding and sustainable ways. SunCulture develops and commercializes life-changing technology to solve the biggest daily challenges faced by 570 million smallholder farming households. We are the largest distributor of solar water pumps and solar irrigation systems for smallholder farmers in Africa and were recognized by Fast Company as one of the World’s Most Innovative Companies in 2021. Over the last 5 years, the company has grown significantly and now employs over 400 people globally.

About the role:

The Customer Service Agent will handle a high volume of incoming phone calls, assisting customers with various issues or inquiries. Responsibilities include answering customer questions, resolving problems, providing product or service information, tracking interactions, providing feedback to management, and achieving performance goals set by the company.

Key Responsibilities:

1. Answering a high volume of incoming calls and assisting customers with inquiries or concerns.
2. Resolving customer complaints or issues promptly and efficiently.
3. Providing accurate information about products or services.
4. Documenting interactions and transactions in call center software or CRM systems.
5. Meeting or exceeding performance metrics such as call handling time and customer satisfaction.
6. Staying informed about company and industry-related information to ensure accurate communication.
7. Escalating complex issues to supervisors or managers as needed.
8. Following up with customers to ensure their needs are met.
9. Participating in training and development to enhance skills and performance.

Does This Sound Like You?

• At least 2 years of experience working in a call center as a Customer Service Representative.
• Knowledge of call center terminology, applications, and metrics.
• Detail-oriented with strong execution skills.
• Excellent written and spoken communication skills for effective customer interaction.
• Passion for irrigation and proactive decision-making.
• Ability to thrive in a fast-paced, dynamic environment as an independent thinker.
• Capable of handling pressure and meeting deadlines.
• Organized with excellent time management skills.
• Basic computer skills.