Telemarketer : Agri-linkages Exchange

JOB PURPOSE:

Under the direct supervision of the Telemarket Coordinator AgriLinkage Exchange Programme, the telemarketer is responsible for contacting and responding to farmers, hoteliers and other end-users requests for marketing intelligence and making the link among players. This position will be the first point of contact in RADA and the Tourism Linkage and must provide the right information to ensure buyer/seller compatibility. 

KEY OUTPUTS:

• Receive requests ,logged and directed calls to  the most appropriate person for urgent response;
• Maintains log of all calls
• Requests tracked to ensure callers enquiries are answered efficiently and effectively
• Call prospective  customers by operating telephone equipment, automatic dialling systems and other telecommunications technologies
• Completes transactions by recording pertinent information
• Secures information by completing data backups.

KEY RESPONSIBILITY AREAS;

• Projects the image of RADA as a  rapid response, competent organisation providing sound market intelligence to key players among industries

• Deals with expediently and politely with requests for market information from farmers, hoteliers and other end-users t or problem reports from said stakeholders calling in to the Authority;

• Obtains all the necessary information from customers to adequately describe and assess the request or problem report;

• Logs the requests and customer contact information for statistical purposes and to inform the Manager AgriLinkage Programme of interventions to be made to ensure effective marketing linkages among players.

• Provides customers with technical advice/information within their own areas of expertise treating them with humility, respect for their dignity and in a quiet, positive and polite manner;

• Follows up on complaints and makes recommendation as to how RADA can improve its service to farmers, hoteliers and end-users in the future;

• Completes information on requests/problems that were solved personally and logs the report;

• Directs the request or problem to the most appropriate office or officer i.e. production or marketing specialist or parish office and Manager AgriLinkage Exchange Programme.

• Follows-up on customer inquiries not immediately resolved.

• Recognizes documents and alerts supervisor of trends in customer calls.

• Recommends process improvements.

OTHER RESPONSIBILITIES

• Performs any other related duties which may be assigned from time to time.

AUTHORITY 

• Determines cases to handle personally;
• Determines appropriate office/officers to refer cases for action;
• Recommends process improvements.

PERFORMANCE STANDARDS

• 100 % of  all requests received are accurately logged
• 100% of all requests are dealt with accurately and politely within 24 hours;
• 100% of all requests transferred are tracked to completion;
• Favourable customer feedback is received and favourable image of RADA enhanced.

INTERNAL AND EXTERNAL CONTACTS

Internal

External

SPECIAL CONDITIONS ASSOCIATED WITH THE JOB

• Required to handle irate callers from time to time;
• As the first point of contact, must present and maintain an  appropriate image of RADA 

REQUIRED COMPETENCIES

• Knowledge of policies and procedures of RADA
• Knowledge of basic agricultural production practices and techniques
• Excellent written and oral communication
• Give Attention to details
• Good inter-personal skills
• High Energy
• Computer literacy
• Self Motivated

MINIMUM REQUIRED QUALIFICATION

Certificate Marketing form a recognised Institution.

Certificate in Customer Service

Training in Call Centre Telephony technology   

Plus 1 Year Experience in the related field 

OR

5 Passes in the CSEC Examination  in Mathematics, English Language, Principles of Business and any other two subjects

                   Plus 2 years experience

• Qualification in Public/Customer Relations would be an advantage;

• Experience of similar work as a telemarketer would be an advantage