Customer Support Executive
| Technical Operations
| Nairobi

Sistema.bio, we work with farmers to improve life on Earth.

At Sistema.bio, we firmly believe that the transition to renewable energy, the reduction of global greenhouse gas emissions, and the adoption of regenerative farming are essential to ensuring a thriving world for current and future generations.

We empower family farms across Africa, Asia, and Latin America with innovative biodigester and biofertilizer technology, alongside training, customer service, and financing, enabling them to become more independent and productive.

Our mission drives action at the intersection of food security, social justice, and climate change.

You have the opportunity to become an integral part of this impactful story!

Your mission at Sistema.bio:

As the Customer Support executive, you will make verification and follow-up calls to customers relating to the Biofertilizer Tank safety campaign. You will also address or escalate any complaints or queries that may arise from the calls.

You’ll be in charge of:

• Calls
  • Completing 100% of assigned preliminary and follow-up Biofertiliser tank (BFT) safety calls with at least 95% success rate.
    
• Tracking
  • Tracking all data and information from outbound and inbound calls related to the Biofertiliser tank (BFT) project.
  • Ensuring 100% accuracy in data collection.
• Troubleshooting and/or escalating customer issues through designed channels
  • Accurately capturing customer issues in the ticket log/data capture system while ensuring immediate escalation of issues that require second-level resolution.
    
• Achieving set operational efficiency metrics by efficiently utilizing time, tools, and resources to achieve the following;
  • 80% call completion rate.
  • 95% CRM Data Accuracy & Updates.
  • 80% Resolution Rate - How quickly assigned missed calls are returned.
• Attending 100% required training (Ispring or external) while attaining a pass of 85% on all courses.
  

More about YOU:

• Diploma in customer service, public relations, business, or equivalent.
• At least one year of relevant customer service experience.
• Excellent verbal and written communication skills.
• Strong empathy and patience when dealing with customers.
• Effective problem-solving abilities.
• Sound knowledge of products and services.
• Proficiency in basic computer applications.
• Strong conflict resolution and de-escalation skills

Other important details:

• This is a full-time position based in Nairobi.
• We offer a hybrid work model.
• This is a fixed-term role for a duration of three months.
• The starting date is as soon as possible.
  

What we offer:

✨ Passion and Purpose:
Join a dynamic social impact company, certified B Corp and immerse yourself in an environment where passion, a strong mission and collaborative spirit converge.

🌍 Global Team, Local Impact: Be part of our incredible international team comprising over 300 colleagues across 3 continents. Experience the power of working together toward a common goal that transcends borders.

🍃Balance matters: We understand that your best work comes from a rested and healthy state. Embrace our commitment to work-life balance with a flexible and accommodating work environment designed to suit your needs.

👐 Embrace diversity: Join a vibrant workplace with colleagues representing more than 15 nationalities. At Sistema.bio, inclusivity and diversity are not just values; they are the essence of our culture.

🌱 Grow with us: We foster an autonomous work environment that empowers you to contribute, develop, and take ownership of your projects and work. Join our team of doers in a fast-paced environment where there are plenty of opportunities to grow and learn.

🐄 Farmers are at the heart of what we do: Our mission, strategies, and day-to-day operations revolve around supporting farmers. We are committed to creating a positive impact on their lives, ensuring our work is always aligned with their needs and challenges.

Our values are FIRE 🔥

Farmer-Centric: We are inspired by the passion and hard work of farmers in all we do

Impact-driven: We are focused on cultivating positive change on Earth

Resourceful: We are proactive and efficient, weeding out challenges as they pop up

Ethical: Trust, transparency, reliability, and respect to cultivate healthy relationships

Your journey with us is not just a job; it's a chance to make a lasting impact.

Sistema.bio is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression.