BURN is looking for an Agent Care Officer who will be responsible for providing support and assistance to agents or representatives ensuring that agents have the necessary resources, guidance, and well-being support to effectively carry out their roles and provide exceptional customer service.

Duties and Responsibilities

• Daily agent network management including calls to agents – interface for sales operations reconciliation and commercial.
• Engage agents directly on performance data from sales ops- feedback collection and agent tickets.
• Manage PJP (Personal Journey Plan) per Agent and TSM (Territory Sales Manager) leading to keep or disable the action.
• Planning of trade activities with agents, TL and TSM
• Daily agent training and mentoring through calls.
• Prospect management
• Agent quality and recruitment checklist
• Support sales target
• Daily/Weekly feedback report to Tl, TSM, Country lead

Skills and Experience

• Advanced fluency in English both written and spoken- All countries.
• Advanced fluency in Swahili both written and spoken- Tanzania and Kenya
• Advanced fluency in Portuguese both written and spoken- Mozambique.
• Advanced fluency in Somali both written and spoken- Somaliland + South Somali
• Advanced Excel data skills – All countries
• Effective communicator
• Efficient planner and collaborator
• University degree in business administration, international development, Marketing, Economics, or other areas relevant to the sales field. At least 1 year’s work experience in sales.
• Behave Ethically: Understand ethical behaviour and business practices and ensure that your own behaviour and the behaviour of others are consistent with these standards and align with the values of the organization.
• Communicate Effectively: Speak, listen, and write in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques.
• Creativity/Innovation: Develop new and unique ways to improve the organization’s operations and create new opportunities.
• Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
• Lead: Positively influence others to achieve results that are in the organization’s best interest.
• Make Decisions: Assess situations to determine the importance, urgency, and risks, and make clear decisions that are timely and, in the organization’s, best interests.
• Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities.
• Plan: Determine strategies to move the organization forward, set goals, create, and implement action plans, and evaluate the process and results.
• Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.