Customer Service Representative (Fixed-term) job at One Acre Fund

Description

Founded in 2006, One Acre Fund equips 5.5 million smallholder farmers to make their farms more productive. Across nine countries that together are home to two-thirds of Africa’s farmers, we provide high-quality farm supplies, tree seedlings, accessible credit, modern agronomic training, and a wide range of other agricultural services. On average, this model enables any farmer to increase their income and assets on supported land by more than 35 percent, while permanently improving their resilience. This is all made possible by our team of 9,000+ full-time staff, drawn from diverse backgrounds and professions. To learn more, please see our Why Work Here blog post.

Our Uganda program, founded in 2014, provides more than 34,000 farmers with quality farm supplies as well as fruit trees like avocados. Our team in Uganda is headquartered in Jinja, close to the districts we serve, and supported by a small presence in Kampala. One Acre Fund works in the eastern region of Uganda, primarily in the districts of Iganga, Jinja, Kamuli, and Buikwe.

About the Role

Seeking an exceptional customer service and communications professional with 1-2+ years of experience to strengthen our client engagement and retention by delivering high-quality voice support to farmers across Uganda.

Responsibilities

Call Management

• Professionally handle phone calls from both prospective and current customers.
• Record case details and any actions taken to resolve the case accurately in the ticketing system.
• Provide clients with information relating to One Acre Fund services, including but not limited to inputs, payments, and agricultural trainings
• Resolve cases that can be handled on the first call and do not need to be escalated.
• Escalate issues that are beyond your scope and ensure resolution within the agreed SLA
• Conduct outbound calls to farmers, group leaders, and field officers to follow up on unresolved or escalated cases until they are fully closed.
• Make proactive outbound calls to communicate key information such as input deliveries, repayment reminders, training schedules, and program updates when needed.
• Run outbound surveys or feedback calls to assess farmer satisfaction and service quality when needed
• Record the outcome of every outbound call accurately in the ticketing system, including actions taken and any follow-up required.
• Meet the set daily and weekly outbound call targets while maintaining Contact Center Quality Assurance Standards.

Follow-up roles and responsibilities

• Follow-up on system challenges raised by staff.
• Immediately escalate system-wide challenges to the supervisor.
• Ensure the tickets are correctly categorized and have the necessary details to resolve them.

Market Access Support

• Process payments to farmers on behalf of the Market Access team using the Field Pro platform.
• Verify farmer and transaction details (produce quantities, prices, and farmer identity) before initiating any payment.
• Capture and reconcile payment records in Field Pro, ensuring each transaction is accurate, complete, and traceable.
• Escalate payment failures, mismatches, or system challenges within Field Pro to the supervisor or Market Access team promptly.
• Support Market Access campaigns by relaying pricing, collection point, and produce sale information to farmers during calls.
• Maintain proper documentation of all payments made and support periodic reconciliation with the Market Access

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:

Technical Skills:

• Fast typing skills.
• Experience with contact center technology, agent productivity tools, and quality management tools.
• Demonstrated computer skills in email, internet websites, Microsoft Office, and Google Suite.

Knowledge:

• 1-2 years experience in contact center operations and applications.
• Language: English, Luganda and Or Lusoga
• Skilled multi-tasker, such as talking on the phone while typing
• Good phone handling techniques
• Customer service professional
• Passionate about serving smallholder farmers

Preferred Start Date

As soon as possible

Job Location

Mukono, Uganda

Benefits

Health insurance, paid time off

Contract Duration

1 year

Eligibility

This role is only open to citizens or permanent residents of Uganda.

• Professionally handle phone calls from both prospective and current customers.
• Record case details and any actions taken to resolve the case accurately in the ticketing system.
• Provide clients with information relating to One Acre Fund services, including but not limited to inputs, payments, and agricultural trainings
• Resolve cases that can be handled on the first call and do not need to be escalated.
• Escalate issues that are beyond your scope and ensure resolution within the agreed SLA
• Conduct outbound calls to farmers, group leaders, and field officers to follow up on unresolved or escalated cases until they are fully closed.
• Make proactive outbound calls to communicate key information such as input deliveries, repayment reminders, training schedules, and program updates when needed.
• Run outbound surveys or feedback calls to assess farmer satisfaction and service quality when needed
• Record the outcome of every outbound call accurately in the ticketing system, including actions taken and any follow-up required.
• Meet the set daily and weekly outbound call targets while maintaining Contact Center Quality Assurance Standards.
• Follow-up on system challenges raised by staff.
• Immediately escalate system-wide challenges to the supervisor.
• Ensure the tickets are correctly categorized and have the necessary details to resolve them.
• Process payments to farmers on behalf of the Market Access team using the Field Pro platform.
• Verify farmer and transaction details (produce quantities, prices, and farmer identity) before initiating any payment.
• Capture and reconcile payment records in Field Pro, ensuring each transaction is accurate, complete, and traceable.
• Escalate payment failures, mismatches, or system challenges within Field Pro to the supervisor or Market Access team promptly.
• Support Market Access campaigns by relaying pricing, collection point, and produce sale information to farmers during calls.
• Maintain proper documentation of all payments made and support periodic reconciliation with the Market Access

• Fast typing skills.
• Experience with contact center technology, agent productivity tools, and quality management tools.
• Demonstrated computer skills in email, internet websites, Microsoft Office, and Google Suite.
• Skilled multi-tasker, such as talking on the phone while typing
• Good phone handling techniques
• Customer service professional

• 1-2 years experience in contact center operations and applications.
• Language: English, Luganda and Or Lusoga
• Passionate about serving smallholder farmers