General Customer Experience Agent

Apollo Agriculture is a leading agri-fintech platform empowering small-scale farmers across Africa to increase their profits and farm more sustainably. Apollo uses artificial intelligence and automated operations to unlock the massive, untapped small-scale farming market. Apollo enables farmers to access the optimized financing, high-quality farm products, expert digital advice, and risk management solutions they need to invest and scale their businesses. Apollo grew paying customers over 2.5x in 2023 to over 200K small-scale farmers in Kenya and Zambia, increasing revenue to nearly $30M with robust unit economics. Apollo partners with key global agriculture companies like Bayer, OCP and Yara, and is backed by Anthemis, Chan Zuckerberg Initiative, Flourish Ventures, Leaps by Bayer, and Softbank Vision Fund. Apollo’s team brings together technology, credit and operations experience from The Climate Corporation, Google, Capital One, Revolut, and One Acre Fund.

About the Role:

We are seeking experienced call center executives to join out team as General Customer Experience agents. The General Customer Experience Agent is a key member of Apollo Agriculture’s General Agent Pool, working within the dynamic General Customer Support Workstream. This role involves handling customer inquiries, conducting outbound calls, and ensuring excellent service delivery. Agents are allocated to different queues based on work volume, and assignments can change frequently, even hourly, to meet the demands of a fast-paced call center environment.

Responsibilities:

• Handle inbound calls from customers via the toll-free line, providing accurate, helpful information and resolving inquiries efficiently, with a focus on First Call Resolution
• Record all customer interactions with high-quality information on Odoo tickets
• Conduct outbound calls for both sales and non-sales activities, including Deposit Push/Approval Verification, Post Pick-Up calls, planting date surveys, and other data collection initiatives
• Follow scripts and processes to meet sales targets while maintaining a professional and friendly tone
• Escalate complex issues promptly to ensure timely resolution
• Gather and document data accurately and efficiently, adhering to specific survey requirements
• Use call center tools effectively to track customer interactions and escalate issues as needed
• Adapt to queue assignments and adhere to queue-specific protocols and processes to achieve performance goals

Requirements:

• A holder of an Undergraduate Degree or Diploma from a recognized institution
• Self-motivated and capable of remote work with minimal supervision
• Intermediate computer skills and familiarity with Windows or Ubuntu OS
• Detail-oriented
• Experience in data entry work is a plus
• Access to a stable internet connection.
• A team player of high integrity

We:

• Are a collaborative team of smart and ambitious people who are dedicated to serving our customers.
• Make magic happen to solve hard problems and always come with solutions when challenges arise.
• Are comfortable taking risks that can result in radical scale, and understand that failures are opportunities to learn and improve.
• Are considerate listeners and take the time to deeply understand and seek out ideas from the people around us, even when we disagree.
• Offer a dynamic environment that fosters talent, collaboration and growth.
• Take pride in our work and share the responsibility to see it through from conception to deployment.
• Back up our talk with a competitive compensation and benefits package and challenging projects.
• Value autonomy, honesty, transparency, and respect.
• Are excited to hear from you!