Customer Engagement (Customer Service) Officer 506 views0 applications


One Acre, founded in 2006, supplies small holder farmers with the agricultural services they need to make their farms 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 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.

We are recruiting to fill the position below:

Job Title: Customer Engagement (Customer Service) Officer

Location: Niger
Employment Type: Full-time

Job Description and Role

  • As a Customer Engagement Officer, you will be the voice of One Acre Fund Nigeria.
  • You will take care of incoming customer calls and also conduct outbound surveys.

Scope of Tasks
Inbound Calls:

  • Receiving client phone calls and recording them in the Customer Engagement tracker (perform ticketing when electronic workflow management systems will be implemented).
  • Respond to various client questions.
  • Collaborate with external departments to find solutions on claims/requests in case you don’t have an immediate response.

Outbound Calls/Surveys:

  • Responsible for making outgoing calls and conduct surveys as requested by Global, BizOps and other departments.

SMS Blasts:

  • Review/ quality check SMS blast request received through the google form.
  • Prepare and execute SMS blasts as requested.

Data Analysis And Reporting:

  • Writing Hotline reports as updates for stakeholders
  • Occasionally being called upon to do some light analysis of the data coming into the hotline so that the program may utilize this information.

Case Management:

  • Investigate all cases of farmer complaints through phone calls to One Acre Fund Nigeria
  • Prioritize weekly cases to follow up and prepare a travel schedule
  • Investigate and acquire relevant documentation including budgets and records for farmer refund payments, inputs delivery documents to detect any anomalies and errors and launch investigations

Field Visit Activities:

  • Schedule visits to investigate cases with Field Managers, Field officers and Group Leaders as appropriate
  • Meet with impacted and affected parties and obtain written statements and evidence such as default acknowledgement forms and reports from relevant parties
  • Arrange any follow-up appointments to help with the investigation

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 and Required Skills

  • We are seeking exceptional professionals with a strong background in finance or a related field, and a demonstrated long-term passion for sustainable agricultural development.

We are looking for extraordinary candidates that are proactive; please only apply if you fit these criteria:

  • Relevant work experiences including demanding professional work experience in business, banking or an INGO
  • Demonstrated computer skills in email, internet usage, Microsoft Office.
  • Deep understanding of the OAF core program model
  • Excellent interpersonal and communication skills
  • Proactive in identifying and solving problems
  • Demonstrates integrity and a positive attitude
  • Language: Fluent in English, Yoruba and/or Hausa/Gbagyi (mandatory) and has a good understanding of local communities and cultures
  • Passionate about serving smallholder farmers.
  • Proven organizational, analytical, communication (oral and written) skills
  • Able to work with minimum supervision to meet strict deadlines
  • Attention to detail and strong organizational skills.
  • Able to multitask.
  • Demonstrated computer skills and proficiency in email, internet usage, Microsoft Office especially Excel and Google Suite for data analysis,  presentation and report writing.
  • Communication skills: A strong and confident personality, able to communicate clearly and diplomatically.
  • Able to handle difficult situations and complaining/demanding clients on the phone.
  • Quick learner and a proactive problem solver.
  • Exercises confidentiality and possess a high degree of integrity.

Benefits

  • Paid Annual Leave, Pension, Health Insurance, Professional Development Support etc.

More Information

  • Job City Niger
  • This job has expired!
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One Acre Fund is a nonprofit organization that supplies smallholder farmers in East Africa with asset-based financing and agriculture training services to reduce hunger and poverty. Headquartered in Bungoma, Kenya, the organization works with farmers in rural villages throughout Kenya, Rwanda, Burundi, Tanzania, Uganda, and Malawi.

Using a market-based approach, One Acre Fund facilitates activities and transactions at various levels of the farming value chain, including seed sourcing and market support. In 2015, farmers who worked with One Acre Fund realized a 300% return on their investment and significantly increased farm income on every planted acre.

One Acre Fund offers smallholder farmers an asset-based loan that includes: 1) distribution of seeds and fertilizer; 2) financing for farm inputs; 3) training on agriculture techniques; and 4) market facilitation to maximize profits. Each service bundle is around US$80 in value and includes crop insurance to mitigate the risks of drought and disease.

To receive the One Acre Fund loan and training, farmers must join a village group that is supported by a local One Acre Fund field officer. Field officers meet regularly with the farmer groups to coordinate delivery of farm inputs, administer trainings and to collect repayments. One Acre Fund offers a flexible repayment system: farmers may pay back their loans in any increment at any time during the growing season. Beyond their core program model, One Acre Fund also offers smallholder farmers opportunities to purchase additional products and services on credit. These include solar lights and reusable sanitary pads.

Connect with us
0 USD Niger CF 3201 Abc road Full Time , 40 hours per week One Acre Fund

One Acre, founded in 2006, supplies small holder farmers with the agricultural services they need to make their farms 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 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.

We are recruiting to fill the position below:Job Title: Customer Engagement (Customer Service) OfficerLocation: Niger Employment Type: Full-time
Job Description and Role
  • As a Customer Engagement Officer, you will be the voice of One Acre Fund Nigeria.
  • You will take care of incoming customer calls and also conduct outbound surveys.
Scope of Tasks Inbound Calls:
  • Receiving client phone calls and recording them in the Customer Engagement tracker (perform ticketing when electronic workflow management systems will be implemented).
  • Respond to various client questions.
  • Collaborate with external departments to find solutions on claims/requests in case you don’t have an immediate response.
Outbound Calls/Surveys:
  • Responsible for making outgoing calls and conduct surveys as requested by Global, BizOps and other departments.
SMS Blasts:
  • Review/ quality check SMS blast request received through the google form.
  • Prepare and execute SMS blasts as requested.
Data Analysis And Reporting:
  • Writing Hotline reports as updates for stakeholders
  • Occasionally being called upon to do some light analysis of the data coming into the hotline so that the program may utilize this information.
Case Management:
  • Investigate all cases of farmer complaints through phone calls to One Acre Fund Nigeria
  • Prioritize weekly cases to follow up and prepare a travel schedule
  • Investigate and acquire relevant documentation including budgets and records for farmer refund payments, inputs delivery documents to detect any anomalies and errors and launch investigations
Field Visit Activities:
  • Schedule visits to investigate cases with Field Managers, Field officers and Group Leaders as appropriate
  • Meet with impacted and affected parties and obtain written statements and evidence such as default acknowledgement forms and reports from relevant parties
  • Arrange any follow-up appointments to help with the investigation
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 and Required Skills
  • We are seeking exceptional professionals with a strong background in finance or a related field, and a demonstrated long-term passion for sustainable agricultural development.
We are looking for extraordinary candidates that are proactive; please only apply if you fit these criteria:
  • Relevant work experiences including demanding professional work experience in business, banking or an INGO
  • Demonstrated computer skills in email, internet usage, Microsoft Office.
  • Deep understanding of the OAF core program model
  • Excellent interpersonal and communication skills
  • Proactive in identifying and solving problems
  • Demonstrates integrity and a positive attitude
  • Language: Fluent in English, Yoruba and/or Hausa/Gbagyi (mandatory) and has a good understanding of local communities and cultures
  • Passionate about serving smallholder farmers.
  • Proven organizational, analytical, communication (oral and written) skills
  • Able to work with minimum supervision to meet strict deadlines
  • Attention to detail and strong organizational skills.
  • Able to multitask.
  • Demonstrated computer skills and proficiency in email, internet usage, Microsoft Office especially Excel and Google Suite for data analysis,  presentation and report writing.
  • Communication skills: A strong and confident personality, able to communicate clearly and diplomatically.
  • Able to handle difficult situations and complaining/demanding clients on the phone.
  • Quick learner and a proactive problem solver.
  • Exercises confidentiality and possess a high degree of integrity.

Benefits

  • Paid Annual Leave, Pension, Health Insurance, Professional Development Support etc.
2022-02-28

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