Agrodealer Success Agent
Lusaka
Logistics & Distribution /
Full Time /
On-site
About Apollo Agriculture
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,t and operations experience from The Climate Corporation, Google, Capital One, Revolut, and One Acre Fund.
About the Role
The ideal candidate for this role will promptly and efficiently manage the experience for the partner and the farmer. They will be tasked with end-to-end partner support and ensuring that our partners can succeed in their obligations to our customers, delivering the best customer experience. They will handle and respond to Partner queries from all the available channels, troubleshoot problems, and provide information regarding the organization’s products or services through training.
Responsibilities:
- Work with an assigned cohort of partners to ensure a continuous flow of product availability for our customers.
- Make outbound calls to staff, farmers, and partners to conduct surveys, handle inquiries, provide support, and ensure first-call resolution while escalating any outliers to relevant parties until resolved. This, while keeping in mind the set SLAs.
- Diligently handle farmers' and partner customers' inquiries via telephone and/or SMS/Respond.io
- Manage and resolve farmers/customers/partners and Field Teams' complaints as they pertain to the agro dealer channels.
- Training Partners and their attendants on product, promotions, referrals, technical/mobile app, and service information by clearly explaining procedures; answering questions and queries; and providing information in accordance with the Company’s policies and procedures.
- Accurately document all customer interaction information according to standard operating procedures, as the Company shall detail to you from time to time.
- Daily reporting and update of any feedback/insights/recommendations/challenges
- Ensure high-quality results by adhering to standards and guidelines, as well as identifying customer service process gaps and recommending improvements in procedures. In case of process gaps where a possible solution is not in sight, you can escalate it for the relevant team to follow up.
- Ensure high-quality results by adhering to set KPIs, as will be provided in detail to you from time to time by your supervisor.
- Ensure 100% product availability at all times at the assigned cohort of partners.
- Troubleshoot Mobile App-related issues and provide first-level resolutions to the customer.
- Treat farmers and partners with respect and maintain high standards of customer care while attending to your duties.
- Take care of the company's assets that are accorded to you individually as well as those meant for common use.
Requirements:
- Have Previous Account management experience
- You have heart and Grit
- Are highly organized with strong execution, prioritization, and collaboration skills
- Have a working knowledge of platforms needed to deliver on responsibilities - Google Drive, Google Sheets/Excel, Google Slides/PowerPoint, etc..
- Having a diploma or a graduate degree in business-related disciplines would be ideal.
- Are an Excellent communicator with well-developed interpersonal skills to relate with partners and fellow colleagues.
- Have the Ability to work under minimum supervision with resilience and a “can-do’’ attitude.
- Are Conversant with English and a vernacular language.
- Are Self-driven and able to work remotely with minimal supervision.
- Have basic computer skills and be familiar with Windows or Ubuntu OS.
- Previous call center experience will be an advantage.
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!
Apollo Agriculture does not discriminate on the basis of race, age, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression. Apollo Agriculture is an equal opportunity/equal access employer fully committed to achieving a diverse workforce.
Apollo Agriculture is committed to providing a safe and productive learning and living community. To achieve that goal, we may conduct background investigations for all final candidates being considered for employment. Background checks may include, but are not limited to, criminal history, national sex offender search, and motor vehicle history.
Apollo Agriculture does not charge money or any kind of fee at any stage of the recruitment process.
