Rwanda Call Center Operator
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 percent 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
Call center operators are integral parts of TUBURA's continued commitment to providing all of our clients with great customer service, ensuring communication between TUBURA and clients. As a call center operator, you will be the voice of One Acre Fund's clients. You will take care of incoming customer calls and also conduct outbound surveys. acting like a bridge connecting the organization to its clients
Responsibilities
- Hotline Inbound (Incoming calls)
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- Your main role involves receiving client phone calls and recording them in the hotline database -Zendesk (perform ticketing of the calls). You will learn about the program through meetings and field visits to answer most client concerns.
- Provide excellent customer service to all clients calling the Hotline.
- Respond to several client concerns, i.e. distribution quantities, quality and varieties; prepayment and repayment; documentation (IDS, Invoices); questions about Tubura program and many more program related queries.
- Correspond and work together with other teams to resolve each unique client issue.
- Raise any system changes related to inputs, repayment or other to the clients
- Call Function
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- You will make calls to current TUBURA clients to conduct short surveys and identify outstanding client protection issues.
- For each call, you will record all relevant data, including categorical and qualitative responses to survey questions.
- You will escalate any urgent client protection issues to the Customer Engagement Call Center Coordinator.
- Occasionally you will inform clients about how their claims have been solved.
- Data quality
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- You'll collect high quality data and update them in the appropriate data bases per team's policy.
- Correct any error that may be in the data and Flag it to the team's coordinator
- Small projects
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- The Call Center Team will manage 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:
- Ability to work in a team and collaborate with colleagues from diverse backgrounds.
- Computer basic skills: microsoft office and typing
- Demonstrated computer skills in email, internet usage and Microsoft Office
- Clear customer service attitude
- Good collaboration skills
- Problem solver
- Passionate about serving smallholder farmers
- Commitment to client protection
- Experience in call center is strongly desired but not required
- Willingness to participate in professional development activities to stay current on industry knowledge and problem-solving skills
Preferred Start Date
As soon as possible
Job Location
Rubengera, Rwanda
Benefits
Health insurance, paid time off
Contract Duration
Permanent
Eligibility
This role is only open to citizens or permanent residents of Rwanda
Application Deadline
14th 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.
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