Tupande Contact Center Inbound Agent (Fixed term)

About One Acre Fund

Founded in 2006, One Acre Fund equips more than 4 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 her income and assets on supported land by more than 40 percent, while permanently improving her climate resilience. This is all made possible by our team of 8,000+ full-time staff, drawn from diverse backgrounds and professions.

Our Kenya program, founded in 2006, is our second largest. We operate under the farmer brand Tupande, serving over one million farmers and employing 2200 staff. We aim to transform every farming community in Kenya by delivering sustained food security and pathways to prosperity. tupande.co.ke.

About the Role

• This is a junior level position on a renewable contract basis.
• They main objective of this role is to serve and support our farmers across Kenya through calls, emails, and social media.
• You will be part of the Contact Center team that is a sub-team of the Business Operations Department. You will report to a Team Supervisor within a team of 5-10 of your peers.
• To succeed in this role, you must meet the following metrics: First Call Resolution >90%, Average Call Handling Time <3mins, Customer Satisfaction Score >95%, Zendesk Recorded Tickets >85 tickets, Adherence 98%, Attendance 98%

Responsibilities

• Handle phone calls from both prospective and current customers. 
• Record case details and any actions taken to resolve the case in the ticketing system.  
• Provide customers with information relating to their loan package with Tupande.
• Resolve cases by providing solutions on the first call, reducing the need for escalation.

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:

• A minimum of a Diploma from a recognized college/university.
• 1-2 years experience in contact center operations and applications.
• Good phone handling techniques.
• Fast typing skills.
• Experience with contact center technology, agent productivity tools, and quality management tools.
• Skills in email management, internet websites, Microsoft Office, and Google Suite.
• Language: English & Kiswahili, and a specific local dialect is an added advantage

Preferred Start Date

As soon as possible

Job Location

You will work on-site in our Contact Center based in our Kakamega Headquarters, Kenya.

Benefits

Health insurance, paid time off 

Contract Duration

6 Months

Eligibility

This role is only open to citizens or permanent residents of Kenya

Application Deadline

22 November 2024. Please note that we hire on a rolling basis which means that applications are reviewed and processed on a continuous basis until a hire is made.

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, color, 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.