About One Acre Fund
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 per cent more food after working with One Acre Fund.
To learn more about our work, take a look at our Why Work Here blog for more information.
About the Role
We are looking for professional Call Center Operators with 1+ years of experience. Call centre operators are critical components of TUBURA’s ongoing commitment to providing excellent customer service to all of our clients, ensuring communication between TUBURA and clients. You will be the voice of One Acre Fund’s clients as a call centre operator. You will handle incoming customer calls and outbound calls. Being a link between our organization and its customers. You will report directly to Call Center Coordinator
Responsibilities
Hotline Inbound(Incoming calls
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Receive client phone calls and log them in the hotline database. Zendesk (perform ticketing of the calls). To address the majority of client concerns, you will learn about the program through meetings and field visits.
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Provide customer service and communicate respectfully with clients.
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Respond to client inquiries i.e. distribution quantities, quality and varieties; prepayment and repayment; documentation (IDS, Invoices); questions about the Tubura program and many more program-related queries.
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Collaborate with other teams to resolve client issues.
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Correct errors in submitted data and escalate unresolved claims to relevant departments.
Outbound Call Function
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You will make calls to current TUBURA clients to conduct short surveys and identify outstanding client protection issues.
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You will escalate any urgent client protection issues to your management team and other departments.
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For each call, you will record all relevant data, including categorical and qualitative responses to survey questions.
Update client information
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Receive clients’ information based on their identification and make sure clients provide the information to be changed.
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Verify the information provided and correct the wrong information if any.
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Add phone numbers, National IDs and fill out the form.
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Escalate the case that needs coordinators to follow up with all needed information.
Field Officer Support
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Receive field staff calls (FOs, AFDs, FDs) on tech tools issues and record them in the hotline database and Jira platform.
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Guide troubleshooting of level 0 and level 1.
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Attend every week’s Sync meeting with the Tech team to fix the challenges and provide the team with new updates.
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Attend different training related to the new changes on the field team just to handle the issue that might happen.
Small projects
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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 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:
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1+ year of experience in Call Center or any customer service-related position.
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Work in a team and collaborate with colleagues from different backgrounds.
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Demonstrated computer skills in email, internet usage and Microsoft Office
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A clear customer service attitude
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Problem solver
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Passionate about serving smallholder farmers
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Commitment to client protection
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Commitment to personal growth within TUBURA
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Languages: Fluent in Kinyarwanda and proficient in spoken and written English
Preferred Start Date
As soon as possible
Job Location
Rubengera, Rwanda
Benefits
Health insurance paid time off
Eligibility
This role is only open to citizens or permanent residents of Rwanda
Application Deadline
31 March 2023
One Acre Fund never asks candidates to pay any money or pay for tests at any stage of the interview process. Official One Acre Fund emails will always arrive from an @oneacrefund.org address. Please report any suspicious communication here (globalhotline@oneacrefund.org), but do not send applications or application materials to this email address.
Diversity, Equity, Inclusion (DEI), and anti-racism are deeply connected to our organization’s mission and purpose. One Acre Fund aspires to build a culture where all staff feel consistently valued, represented, and connected – so that our team can thrive as professionals, and achieve exceptional impact for the farmers we serve.
We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression. We are proud to be an equal-opportunity workplace.
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