Customer Service Representative

• Professionally handle phone calls from both prospective and current customers
• Record case details and any actions taken accurately in the ticketing system
• Provide clients with information relating to One Acre Fund services, including inputs, payments, and agricultural trainings
• Resolve cases that can be handled on the first call and escalate issues beyond your scope, ensuring resolution within the agreed SLA
• Conduct outbound calls to farmers, group leaders, and field officers to follow up on unresolved or escalated cases until fully closed
• Make proactive outbound calls to communicate key information such as input deliveries, repayment reminders, training schedules, and program updates
• Run outbound surveys or feedback calls to assess farmer satisfaction and service quality
• Meet set daily and weekly outbound call targets while maintaining Contact Center Quality Assurance Standards
• Follow up on system challenges raised by staff and escalate system-wide challenges to the supervisor immediately
• 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
• Support Market Access campaigns by relaying pricing, collection point, and produce sale information to farmers during calls

Qualifications & Experience:

• 2 years’ experience in contact center operations and applications
• Demonstrated computer skills in email, internet websites, Microsoft Office, and Google Suite

Skills & Competencies:

• Fast typing skills
• Experience with contact center technology, agent productivity tools, and quality management tools
• Language: English, Luganda and/or Lusoga
• Skilled multi-tasker, such as talking on the phone while typing
• Good phone handling techniques
• Passionate about serving smallholder farmers