Twiga is a mobile-based supply platform for Africa’s retail outlets, kiosks, and markets stalls.

Key Responsibilities

Customers

• Engage customers on inbound and outbound calling to understand their needs and business drivers
• Upsell and cross-sell to grow revenue and inform customers of the available offers and promotions with an emphasis on Twiga Fresh products
• Inform and guide the customers to register on the Soko Yetu App for self-ordering

Revenue

Achieve revenue targets while adhering to the following:

• Selling the defined product/assortment mix per day; and
• Reaching out to the defined number of customers

Customer Experience

• Achieve the set contact quality parameters for customer first engagement
• Achieve the set Customer Satisfaction (C-SAT) and Net Promoter Score (NPS) as measured in the post-contact survey
• Creating, maintaining, and restoring good customer relationships with Twiga customers by understanding their needs, resolving and accurately escalating customer complaints, and maintaining a ‘Customer First’ attitude through all interactions
• Achieve the set quality score by adhering to all call scripts, and procedures, and set parameters for ‘Customer First’ engagement.
• Build trusting relationships with customers by addressing the customers’ concerns regarding Twiga products and the Soko Yetu App experience.
• Customer education on Twiga products, cross-selling and upselling of products based on the customer’s purchasing behaviour and ongoing promotions, and accurate orders.

Qualifications and Experience

• A minimum of Diploma from a recognized institution in Administration, Sales, Marketing, or any other relevant field
• At least one (1) year experience in a telesales and customer service-related field, in a multifaceted high-volume contact center delivering quality and quantity in a time-sensitive environment
• Digitally literate, and proficient with applicable contact center technologies, software applications, phone systems, customer relationship management systems, and the Microsoft Office suite
• A demonstrated ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Able to quickly comprehend the business and elucidate company policies and products and services offerings
• Outstanding analytical, critical thinking, and problem-solving skills
• Good interpersonal, communication, and presentation skills with a good focus on the organization
• Excellent organizational skills, with emphasis on priorities and goal-setting
• Ability to communicate information, whether technical or non-technical, to varied stakeholders internal and external to the business clearly and concisely