One Acre Fund Nigeria Customer Engagement Officer Jobs

One Acre Fund Nigeria Customer Engagement Officer Jobs


About the Role

  • As a Customer Engagement Officer, you'll be the voice of One Acre Fund.

  • You'll take care of incoming customer calls and also conduct outbound surveys.

  • You'll report to the Systems Associate.

    Responsibilities

    Inbound Calls:

  • Receive and respond to client phone calls and log calls in the Customer Engagement Tracker (perform ticketing when electronic workflow management systems will be implemented).

  • Work with external departments to find solutions on claims/requests in case you don’t have an immediate response

    Outbound Calls/Surveys:

  • Make out-going calls and conduct surveys as requested by Global, Business Operations, and other departments.

    Short Message Service (Text Messages) Blasts:

  • Review/ QC Short Message Service blast (text messages) request received through the google form.

  • Prepare and implement Short Message Service (text messages) blasts when needed.

    Data Analysis And Reporting:

  • Write Hotline reports as updates for stake-holders

  • Occasionally be called upon to do some light analysis of the data coming into the hotline so that the program can use this information.

    Case Management:

  • Investigate all cases of farmer complaints through phone calls to One Acre Fund

  • 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 when needed

  • Meet with impacted and affected parties and obtain written statements and evidence such as default acknowledgment forms and reports from relevant parties

  • Arrange any follow-up appointments to help with the investigation

    Overall:

  • Provide excellent customer service to all clients phoning the Hotline

  • Convey information in clear terms to callers any changes in product and procedures

    Note: This is subject to addition or subtraction of responsibilities at the organization’s discretion.

    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

  • We are looking for a professional with a background in finance or a related field, and a long-term passion for sustainable agricultural development.

    Candidates who fit the following criteria are encouraged to apply:

  • Candidates should possess a Bachelor's degree with 1 - 3 years work experience.

  • Relevant work experiences including Business, Banking or an International Non-Ggovernmental Organization

  • Language: Fluent in English and Hausa (mandatory) and understands the local communities and cultures

  • Passionate about serving smallholder farmers
    Knowledge about One Acre Fund products and services

  • Proficient computer skills and proficiency in email, internet usage, Microsoft Office and Google Suite for data analysis,presentation and report writing

  • Handle difficult situations and complaining/demanding clients on the phone
    Have integrity

  • Language: English and Hausapreferred

    Preferred Start Date:

    November 2020

    Sponsor International Candidates:

    No; Must have existing rights to work in Nigeria.

    Benefits

  • Compensation commensurate with experience

  • Health insurance

  • Pension

  • Paid time off, paternity/maternity leave

    How to Apply

  • For more information and job application details, see; One Acre Fund Nigeria Customer Engagement Officer Jobs




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