One Acre Fund Rwanda Customer Service Lead - Jobs in Rwanda

One Acre Fund Rwanda Customer Service Lead - Jobs in Rwanda

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
Customer Service Lead Ensures the Provision of Best-in Class Customer Services in a Safe and Comfortable Environment to Our Clients in All of the Ways in Which They Interact With Us and Manage Our Relationship With Mnos. As the Customer Experience Lead, Your Primary Responsibility Will Be to Ensure a Smooth Execution of Customer Services and Client Protection Strategies for Our Core Program and Other Business Unity Across Rwanda Program to Increase Customer Satisfaction, Client Retention, Reduce Clients' Complaints and Any Other Situation That Can Cause Discomfort to the Clients.

You Will Manage Field Data Verification Lead and Customer Engagement Lead Within the Rwanda Business Operations Department, Manage Our Relationship With Mobile Network Operators and Work With Our Tech Team on Ussd You Will Report to the Business Operations Lead.

Responsibilities
Team Management

Manage 2-3 Direct Reports I.e.: Field Data Verification Lead (Fdv) Responsible for Investigation of Fraud and Cp Violations, Customer Engagement Lead (Ce) Responsible for Inbound and Outbound Calls to Our Clients, Mno Field Executive

Evaluate Team's Performance Both Formally Through Bi-annual Performance Reviews and Informally in Daily Work,

Provide Mentorship and Training and Regular Development Plans

Provide Necessary Training to the Team to Ensure Efficient Execution of Their Responsibilities


Partner Engagement and Relationship Management

Manage Mno Relationships for Rwanda Program

Liaise With Our Tech Team on Ussd Projects

Work With Team Members Across All Departments to Implement and Comply With Client Protection and Customer Service Policies Co-design Rwanda Customer Services and Client Protection Policies With Cp Lead and Fops Team Based on the Global Client Protection Policy Guidelines for Fraud, Harassment, Data Protection.

Follow Up on Compliance to the Risk Frameworks That Protect Clients E.g. Protection of Client Data Made Available Through the Different Channels.

Ensure Smooth Execution of Recommendations From Reports and Data Collected by Teams Such as Data Collected From Customer Service/client Protection Surveys, Field Investigations, Claims.

Work With Mne Team to Prepare Annual Client Protection Survey


Digital Literacy and Customer Services Related Projects

Lead the Digital Literacy Project to Accelerate Our Mission to Make Farmers More Prosperous by Leveraging Technology

Conduct Focus Group Discussions With Our Field Team Leaders and Clients to Research Into Causes of Fraud and Cp Violations

Through Research, Provide Relevant Recommendations to the Fdv and the Field Teams on Fraud Prevention

Strategies

Conduct Impact Analysis and Desk Research Related to Customer Services and Client Protection to Advocate for Changes That Lead to Excellent Customer Services.

Provide Necessary Reports on Regular Basis to Inform the Country Leadership on the Status of Customer Services


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:

3+ Years of Experience in Customer Service or Related Field

Strong Data Analysis and Presentation Skills

At Least a Bachelor's Degree in Any Related Field

Can Tailor Communications to Specific Audiences

Empathetic Towards Our Clients and Enthusiastic Towards Excellence in Customer Services

Project Management Skills With Strong Partner Relations Building Skills

Can Think Quickly in Providing Solutions and Recommendations to the Problems of Customers

Can Understand Complex Situations and Quickly Provide Solutions

Team Player: Work and Implement Through the Team

Report Writing Skills

Proficient in Google Applications for Work

Language: Fluent in Kinyarwanda and Proficient in Written and Spoken English

Preferred Start Date
As Soon as Possible

Job Location
Rubengera, Rwanda

Benefits
Health Insurance, Housing, and Comprehensive Benefits

Eligibility
This Role is Only Open to Citizens or Permanent Residents of Rwanda

Application Deadline
12 October 2022

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.


How to apply
For more information and job application details, see; One Acre Fund Rwanda Customer Service Lead Jobs in Rwanda


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