Summary
Date Posted: Thursday, October 03 2024, Base Salary: Not Disclosed

JOB DETAILS:
Founded in 2006, One Acre Fund supplies 1 million smallholder farmers with the agricultural services they need to make their farms vastly more productive. Our 8,000+ team is drawn from diverse backgrounds and professions. With operations across six core countries in Africa, we make farmers more prosperous by providing quality farm supplies on credit, delivered within walking distance of farmers’ homes, and agricultural training to improve harvests. On average, the farmers we serve harvest 50 percent more food after working with One Acre Fund.
About the Role
Call center operators are integral parts of TUBURA's continued commitment to providing all of our clients with great customer service, ensuring communication between TUBURA and clients. As a call center operator, you will be the voice of One Acre Fund's clients. You will take care of incoming customer calls and also conduct outbound surveys. acting like a bridge connecting the organization to its clients

Responsibilities
Hotline Inbound (Incoming calls)
• Your main role involves receiving client phone calls and recording them in the hotline database -Zendesk (perform ticketing of the calls). You will learn about the program through meetings and field visits to answer most client concerns.
• Provide excellent customer service to all clients calling the Hotline.
• Respond to several client concerns, i.e. distribution quantities, quality and varieties; prepayment and repayment; documentation (IDS, Invoices); questions about Tubura program and many more program related queries.
• Correspond and work together with other teams to resolve each unique client issue.
• Raise any system changes related to inputs, repayment or other to the clients

Call Function
• You will make calls to current TUBURA clients to conduct short surveys and identify outstanding client protection issues.
• For each call, you will record all relevant data, including categorical and qualitative responses to survey questions.
• You will escalate any urgent client protection issues to the Customer Engagement Call Center Coordinator.
• Occasionally you will inform clients about how their claims have been solved.
Data quality
• You'll collect high quality data and update them in the appropriate data bases per team's policy.
• Correct any error that may be in the data and Flag it to the team's coordinator
Small projects
• The Call Center Team will manage occasional small non-repeated incoming/outgoing call projects. You will include these small projects in your monthly 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.

Qualifications
Across all roles, these are the general qualifications we look for. For this role specifically, you will have:
• Ability to work in a team and collaborate with colleagues from diverse backgrounds.
• Computer basic skills: microsoft office and typing
• Demonstrated computer skills in email, internet usage and Microsoft Office
• Clear customer service attitude
• Good collaboration skills
• Problem solver
• Passionate about serving smallholder farmers
• Commitment to client protection
• Experience in call center is strongly desired but not required
• Willingness to participate in professional development activities to stay current on industry knowledge and problem-solving skills

Preferred Start Date
As soon as possible
Job Location
Rubengera, Rwanda
Benefits
Health insurance, paid time off
Contract Duration
Permanent
Eligibility
This role is only open to citizens or permanent residents of Rwanda

Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education:

Job application procedure

Application Link - https://grnh.se/c77e64f31us 

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