Description of the organization

One Acre Fund - TUBURA is an agricultural ENGO that works in different countries in East Africa to support farmers with small areas of land. We offer each of our members a set of services such as the delivery of agricultural inputs on credit and training aimed at increasing harvests and incomes. Established in Burundi in 2012, we are a rapidly growing organization, which now has approximately 900 employees nationwide. Since 2020, we serve more than 125,000 households in 5 provinces: Muramvya, Gitega, Kayanza, Mwaro and Ngozi. For more information visit our website: http://www.oneacrefund.org

Job Description

The agent we are looking for will be at the center of the activities of the Call Center (CE), a sub-department of Business Operations. You will be responsible for handling incoming and outgoing customer calls, handling account inquiries, customer complaints or support issues.

Responsibilities

Incoming calls : 

• Professionally receive a high volume of telephone calls from customers and field staff and log them into the “CE Tracker” tracking system (Initiate and follow up on tickets in the electronic ticket management system when it is will be established).
• Respond to various customer questions, including:
• Program registration
• Delivery of inputs and planting
• Repayment
• Account status
• Other questions about the program and our products offered

• Collaborate with other departments to find solutions to complaints / requests in case you do not have an immediate response (first call resolution should be 90%).
• Some key performance indicators will be:
• The minimum response time
• % First Call Resolution
• Call duration
• Well categorized tickets
• Customer satisfaction rate

Outgoing Calls / Inquiries :

• Make calls and conduct surveys as requested by Global, Business Operations and other departments.
• The bulk of outbound call activity consists of conducting CP Global (CP: Customer Protection) investigations, audit-related investigations, verification and follow-up of death declarations, random customer refunds, and other investigative requests from different departments
• Report all important data in tracking trackers, including categorical and qualitative responses to survey questions.
• Escalate any urgent customer protection issues to the Customer Engagement Manager and other departments (e.g. Audit), as necessary.

The messaging service (SMS Blasts )

• Review / Verify bulk messaging service requests (SMS blast) received via google form.
• Prepare and execute SMS Blasts as requested.
• Record budget used, department, % of successfully sent SMS and all other required information in the CE tracker.
• Maintain a relationship with the SMS platform provider, check if the billing is correct and notify your manager in case of inconsistency.
• Assist in regular pricing reviews and research potentially more efficient and cost-effective platform providers.

Data analysis

• Perfectly present incoming call data and surveys to the Customer Engagement Manager.
• Use and maintain multiple Excel and Google spreadsheets containing customer data and survey responses.
• Occasionally present short analyzes of the data to the CE team, the CCM or another body
• Sometimes called upon to do light analysis of incoming call data in the hotline so that the program can use this information

In general :

• Provide excellent customer service and respectful communication to all customers calling the Hotline
• Clearly communicate to callers any changes in our product offerings, policies and procedures
• Help with SMS campaigns 
• Adapt quickly to new software.

Career growth and development

One Acre Fund invests in the development of management and leadership skills. Your manager and a global support team will devote a lot of time to your career development. We provide constant, actionable feedback through mentorship and regular management consultancy style career reviews. We also hold regular one-on-one meetings, where we listen and discuss career goals, and work collaboratively to craft roles that each person is passionate about. Due to our rapid growth, we constantly have new high-level positions to fill and opportunities in many functions.

Requirements

• Professional experience of at least 2 years, in the field of sales, customer service, call center, or equivalent
• Linguistic knowledge - French (required), Kirundi (required)
• Education: At least Bac+2 
• Computer knowledge: Use of basic Word and Excel functionalities and willingness to improve
• Strong listening skills and attention to detail
• Ability to work in a team

Date according

As soon as possible

Workplace

Muramvya, Burundi

Advantages

Medical coverage, paid annual leave, etc.

Eligibility

This role is only open to citizens or permanent residents of Burundi

Application deadline

September 26, 2022

One Acre Fund never asks applicants to pay for testing at any stage of the interview process. Official email addresses from One Acre Fund will always come from an address containing @ oneacrefund.org . Please report suspicious communications here (globalhotline@oneacrefund.org), but do not send applications to this email address .

Diversity, Equity and 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 employees feel 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 promoting equal employment opportunity without regard to race, color, descent, religion, gender, nationality, sexual orientation, age, disability, gender, gender identity or expression. We pride ourselves on being an equal opportunity work environment.