One Acre Fund Customer Engagement Officer Job in Kakamega, Kenya

We are an international non-profit that works in Kenya, Rwanda, Burundi, Tanzania, Uganda, Malawi and Zambia. In these countries, our 5,000+ strong staff serves over 500,000 smallholder farmers and enables them to grow their way out of hunger and poverty.


Supply Chain Supervisor

Job Location: Nairobi

Reports to: Non-Agricultural Supply Chain Specialist

Most of the world’s poor are farmers, representing the largest and most uniform group of poor people in the world.

One Acre Fund is a growing NGO in Kenya, Rwanda, Burundi, Uganda, Malawi, Zambia and Tanzania that is innovating a new way of helping farm families to achieve their full potential.

Instead of giving handouts, One Acre Fund invests in farmers to generate a permanent gain in farm income.

We provide farmers with a “market bundle” that includes education, finance, farm inputs and solar lights, and market access.


Our program is proven impactful- every year, we weigh thousands of harvests and measure 50-100% average gain in farm income per acre. We have laser-like focus on generating better lives for the people that we serve.


We are growing quickly. In ten years, we have grown to serve 0ver 600,000 farm families with more than 6,000 full-time field staff. Our approach has won widespread validation, winning grants from The MasterCard Foundation and Gates Foundation.


The Customer Engagement Officer will professionally receive phone calls or emails from both prospective and current clients, as well as One Acre Fund’s field staff.


He/she will record case details and any actions taken to resolve the case accurately in Customer Engagement’s ticketing system.


Responsibilities


Primary Duties of the Customer Engagement Officer


  • Allocate tasks to Crop Health Response Team agents
  • Professionally receive phone calls or emails from both prospective and current clients
    as well as One Acre Fund field staff
  • Record case details and any actions taken to resolve the case accurately in Customer Engagement’s ticketing system
  • Provide clients with information relating to their loan package with One Acre Fund
  • Resolve others cases such as phone number changes
  • Check to see if caller or email requester has previously recorded cases

    Some Key Performance Indicators will be:

  • Average First Response Time
  • First Call Resolution %
    Call Duration
  • Correctly Categorized Tickets
  • Customer Satisfaction Score

    Other Duties

  • Handle one-off requests from Case Receiving Team Lead
  • Any other roles assigned by the supervisor


    Requirements


  • Form four certificate (A diploma or a degree will be an added advantage)
  • Creative problem-solving skills
  • Excellent communication skills (both verbal and written)
  • Attention to detail
  • Ability to work under pressure
  • Ability to be flexible, fast and efficient
  • Demonstrated computer skills in email, internet usage, Microsoft Office Suite
  • Knowledge of CRM software and soft phone software


    Application Procedure


    If you feel motivated to work for One Acre Fund as the Supply Chain Supervisor and if you fulfill our requirements for this role, we look forward to receiving your application by 4th Septmber, 2018.


    For more information and job application details, see; One Acre Fund Field Operations Administrative Assistants Jobs in Imenti and Manyatta, Kenya


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