Agent Care Officer

About the role:

BURN is looking foran 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.

• 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.

                                             *Qualified Female Candidates encouraged to Apply*
  

BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).