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.Allocate tasks to Crop Health Response Team agents
Primary Duties of the Customer Engagement Officer
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 %
Correctly Categorized Tickets
Customer Satisfaction Score
Handle one-off requests from Case Receiving Team Lead
Any other roles assigned by the supervisor
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
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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