Customer Experience Associate

About the Role

As a CeX Agent, you will be the frontline voice of iFarmer, supporting farmers through inbound and outbound calls, answering their questions, resolving concerns, and helping more farmers understand and adopt iFarmer’s services. The role requires empathy, clear communication, accuracy, and a strong focus on customer experience.

Key Responsibilities

✔ Handle inbound and outbound customer calls professionally, respectfully, and empathetically.

✔ Understand farmers’ needs and provide accurate, clear, and helpful information about iFarmer’s products and services.

✔ Resolve customer queries at the first point of contact whenever possible and escalate complex or unresolved issues to the appropriate team.

✔ Conduct lead verification, follow-up calls, and service adoption campaigns to engage potential and existing customers.

✔ Support the cross-selling and upselling of relevant iFarmer products and services based on customer needs.

✔ Maintain accurate and timely customer records, call details, and follow-up information in CRM and dialer systems.

✔ Follow approved SOPs, call scripts, quality standards, and customer service guidelines during every interaction.

✔ Participate in training sessions, team briefings, coaching programs, and periodic call quality assessments.

✔ Collect customer feedback, identify recurring concerns or service issues, and communicate relevant insights to the appropriate internal teams.

✔ Consistently achieve assigned productivity, service quality, customer engagement, and conversion targets.