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Job Summary:
The purpose of this role is to deliver efficient call center support by managing customer leads and inquiries across multiple channels, ensuring timely follow-up, accurate reporting, and effective country championing.
Responsibilities
Lead & Customer Management
- Handle daily inbound and outbound leads and update responses on the leads tracker.
- Send SMS updates to customers with requested details.
- Handle WhatsApp inquiries and share product/service information with customers.
- Follow up on leads to support conversion into sales.
- Escalate leads that require handling by Sales Associates.
Country Champion
- Serve as the Country Champion for Rwanda, Madagascar, and French-speaking countries.
- Attend country-specific meetings and provide relevant updates.
Survey Management
- Conduct surveys for the countries championed, including:
- Customer Database Survey
- Masons Survey
- Other surveys as assigned
- Follow the approved survey scripts and document all responses accurately.
- Prepare survey reports and present findings to management.
General Duties
- Prepare and submit quarterly progress reports highlighting activities, performance, and achievements.
- Attend monthly report meetings to provide updates and insights.
- Perform any other duties assigned by the supervisor to support the team’s goals.
Qualifications
- Languages: Fluent in French, Kinyarwanda, and English (spoken and written).
- At least 1–2 years of experience in a call centre, customer service.
- Strong communication (verbal & written) and interpersonal skills.
- Proficiency in CRM tools for lead tracking and reporting.
- Must be highly skilled in Google Workspace tools (Docs, Sheets, and Presentations) for reporting, documentation, and collaboration.
- Strong attention to detail and ability to manage multiple tasks effectively.
How to Apply
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