Organization Description
One Acre Fund is a fast-growing agricultural social enterprise in East and Southern Africa that is innovating a new way of helping farm families achieve their full potential. 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, seed and fertilizer, and market access. Our program is proven impactful; every year, we weigh thousands of harvests and measure more than a 100% average gain in farm income per acre.
Industry: Non-profit/International Development/Agriculture
Function: Business Operations
Job Title: Customer Engagement Officer
Job Type: 1 Year Fixed Term contract subject to renewal based on performance
Job Level: 3
Job Location: Niger State, Minna
Application deadline: November 24, 2023
Job Description and Role
As a CE officer, you will be the voice of the One Acre Fund. You will take care of incoming customer calls and also conduct outbound surveys. The detailed scope of tasks is as follows:
- Inbound Calls: o Receive client phone calls and record them in the CE Tracker (perform ticketing when electronic workflow management systems are implemented)
Respond to various client questions and inquiries
Collaborate with external departments to find solutions to claims/requests - Outbound Calls/Surveys:
Responsible for making outgoing calls and conducting surveys as requested by Global, BizOps, and other departments - SMS Blasts
Review/ QC SMS blast request received through the Google form
Prepare and execute SMS blasts as requested. - Data Analysis And Reporting
Write inbound and outbound call reports as updates for stakeholders
Conduct light analysis of the data coming into the hotline so that the program may utilize this information. - Case Management o Investigate all cases of farmer complaints through phone calls to OAF o Prioritize weekly cases to follow up on and prepare a travel schedule
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 and Required Skills
We are seeking exceptional professionals with a strong background in communication, marketing, business administration, or a related field and a demonstrated long-term passion for sustainable agricultural development. We are looking for extraordinary candidates who are proactive; please only apply if you fit these criteria:
- 1-2 years of experience in customer service or customer engagement functions
- A diploma or a Bachelor’s Degree or equivalent in any field from a recognized institution
- Demonstrated computer skills and proficiency in email, internet usage, Microsoft Office especially Excel and Google Suite for data analysis, presentation, and report writing
- Excellent interpersonal and communication skills
- Proactive in identifying and solving problems
- Demonstrates integrity and a positive attitude
- Language: fluent in English and Hausa (mandatory) and has a good understanding of local communities and cultures in Niger, Nasarrawa, and Kwara states, e.g., Nupe, Gbagyi, Eggon, Alagon, and Yoruba.
- Passionate about serving smallholder farmers
- Ability to work with minimum supervision to meet strict deadlines
- Attention to detail and strong organizational skills
- Communication skills: A strong and confident personality, able to communicate clearly and diplomatically
- Able to handle difficult situations and complaining/demanding clients on the phone
- Quick learner and a proactive problem solver
- Ability to prioritize
- Exercises confidentiality and has integrity
Compensation
- In line with the job level.
- One Acre Fund provides employees with a percentage of their basic salaries for housing allowance and child support annually.
- Retirement savings: OAF contributes 10%, and you contribute 8% of your basic salary to your retirement savings account.
- One Acre Fund also provides monthly allocations to cover work-related costs of transport and airtime.
- Relocation support is not available for this position.
