Description of the organization

One Acre Fund - TUBURA is an agricultural NGO working in different countries in East Africa to support farmers with small land areas. We offer each of our members a package of services such as local delivery of agricultural inputs on credit and training with the aim of increasing harvests and incomes. Established in Burundi in 2012, we are a fast growing organization, which now has over 1000 employees at the country level. 

With season 24B, we serve more than 291,000 farming households spread across 38 communes and 615 hills in the 8 provinces of our area of ​​action namely Gitega, Mwaro, Muramvya, Ngozi, Kayanza, Muyinga, Ruyigi and Karusi. With season 25A which starts in September 2024, we plan to serve more than 350,000 farmers in 800 hills including 100 hill cooperatives. And by 2030, we plan to serve 1,000,000 farmers in more than 1,900 hills. For more information visit our website: http://www.oneacrefund.org

Job Description

The Call Center Agent is at the center of the Call Center (CC) operations, a BizOps sub-department. The individual handles inbound or outbound customer calls for a Tubura OAF. A Call Center Agent may handle account inquiries, customer complaints, or support issues.

Responsibilities

• Incoming calls:
  • Professionally receive a high volume of phone calls from customers and field staff and log them into the tracking system 
  • Answering various customer questions including:
    • Program Registration
    • Delivery of inputs and planting
    • Refund
    • Account Status
    • Other questions about the program and our product offerings
  • 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 Percentage
    • Call duration
    • Grievances well categorized
    • Customer satisfaction rate
• Outbound Calls / Surveys:
  • Responsible for making outbound calls and conducting surveys as requested by Global, BizOps and other departments.
  • The core of outbound call activities consists of: Global CP (CP: Customer Protection) investigations, audit related investigations, verification and follow-up of death declarations, random customer refunds and other investigation requests from different departments.
  • responsible for reporting all important data in the tracking trackers, including categorical and qualitative responses to survey questions.
  • Responsible for escalating 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 the budget used, department, % of SMS sent successfully and all other required information in the tracking system.
  • Maintain a relationship with the SMS platform provider, verify billing if correct and notify your manager if there is any inconsistency.
  • Assist in regular pricing reviews and research potentially more efficient and cost-effective platform providers.
• Data analysis
  • Perfectly present inbound call data and surveys to the Customer Engagement Manager.
  • Using and maintaining multiple Excel and Google spreadsheets containing customer data and survey responses.
  • Occasionally present short data analyses to the CE team, CDM or other body
  • Sometimes called upon to do light analysis of incoming hotline call data so that the program can use this information
• Other spots
  • Handle requests from the supervisor
  • Any other task assigned by the supervisor

Professional growth and development

One Acre Fund invests in the development of management and leadership skills. Your manager and a global support team will dedicate a lot of time to your professional development. We provide ongoing, concrete feedback through mentoring and regular career reviews in the form of management advice. We also hold regular one-on-one meetings, where we listen and discuss career goals, and work collaboratively to create truly exciting roles. Due to our rapid growth, we constantly have new senior roles opening up and plenty of opportunities in different functions.

Requirements

• Bac 3+ in Social Sciences or community development
• At least 1 year of experience in a similar field
• Have good experience in customer service, call center
• Be able to do simple data analysis  
• Ability to solve problems.
• Computer skills: Ideally knowledge of using basic Word and Excel functions and willingness to improve
• Computer typing speed
• Good oral and written communication,
• Have good listening skills and the ability to identify problems
• Strong listening skills and attention to detail
• Ability to work in a team.

Date of entry into office

As soon as possible

Workplace

Muramvya, Burundi

Benefits

Health insurance, paid vacations

Eligibility

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

Application deadline

November 25, 2024

One Acre Fund never asks candidates to pay for testing at any stage of the interview process. Official emails from One Acre Fund will always come from an address containing @oneacrefund.org. Please report any suspicious communications here (globalhotline@oneacrefund.org), but do not send your application materials 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 strives to build a culture where all employees feel valued, represented, and connected—so our team can thrive as professionals, and achieve exceptional impact for the farmers we serve.

We are committed to promoting equal employment opportunities without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, disability, gender, gender identity or expression. We are proud to be an equal opportunity workplace.