Summary
Date Posted: Tuesday, July 16, 2019 , Base Salary: Not Disclosed

JOB DETAILS:
Founded in 2006, One Acre Fund supplies smallholder farmers with the agricultural services they need to make their farms vastly more productive. We provide quality farm supplies on credit, delivered within walking distance of farmers’ homes, and agricultural trainings to improve harvests. We measure our success by our ability to make farmers more prosperous: On average, farmers harvest 50 percent more food after working with One Acre Fund. We are growing quickly. We currently serve more than 800,000 farm families in Eastern and Southern Africa, with more than 7,500 full-time staff, and we aim to serve 1 million farm families by 2020. The Call Center Operator will be acting like a bridge connecting the organization to its clients. Specific responsibilities include, but are not limited to: .

  Job Responsibilities:
Hotline Inbound (Incoming calls)
• Your main role involves receiving client phone calls and recording them in the hotline database (perform ticketing of the calls). You will actively learn about the program through meetings and field visits in order to be able to answer most client concerns.
• Provide excellent customer service and respectful communication to all clients phoning the Hotline.
• Respond to various client concerns, i.e. distribution quantities, quality and varieties; prepayment and repayment; documentation (IDS, Invoices, etc.); questions about Tubura program and many more program related queries.
• Correspond and work together with other teams to resolve each unique client issue.
• Clearly communicate any system changes related to inputs, repayment or other.
Outgoing Call Function
• You will be responsible for making outgoing calls to current TUBURA clients in order to conduct short surveys and identify outstanding client protection issues.
• For each outgoing call, you will be responsible for recording all relevant data, including categorical and qualitative responses to survey questions.
• You will be responsible for escalating any urgent client protection issues to the Customer Engagement Call Center Manager and other departments, as necessary.
Data Analysis
• You will be responsible for comprehensively and comprehensibly presenting incoming survey data to the Customer Engagement Call Center Manager.
• You will use and maintain several Excel and Google spreadsheets containing client data and survey responses.
• You will occasionally present short analyses of the data to the CE team in English.
• Occasionally you will be called upon to do some light analysis of the data coming into the hotline so that the program may utilize this information.
Small projects
• The Call Center Team will be responsible for occasional small non-repeated incoming/outgoing call projects. You will include these small projects in your monthly schedule as appropriate, and effectively manage your time between these projects and your primary responsibilities.
Career Growth and Development
We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

Job Skills: Not Specified

  Job Qualifications:
We are seeking professionals in customer service delivery with 6 months to 1 year of work experience and ideally a demonstrated passion for our mission, candidates who fit the following criteria are strongly encouraged to apply:
• Strong work experiences.
• Strong educational background Demonstrated leadership experience at work, or outside of work, enthusiasm for learning, and openness to feedback.
• Ability to build teams and collaborate with colleagues from diverse backgrounds.
• Demonstrated computer skills in email, internet usage and Microsoft Office
• Clear customer service attitude
• Excellent communication and time management skills
• Good collaboration skills
• Proactive problem solver
• Integrity and a positive attitude
• Demonstrated high quality of work with a strong attention to details, highly organized and methodical
• Passionate about serving smallholder farmers
• Commitment to client protection and confidentiality
• Commitment to personal growth within TUBURA
• Experience in call center is strongly desired but not required
• Languages: Fluent in Kinyarwanda and proficient in spoken and written English

Job Education Requirements: Not Specified

Job Experience Requirements: Not Specified

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Job application procedure
Follow the link below to apply https://boards.greenhouse.io/oneacrefundrwanda/jobs/1743985?t=ad4150051 

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