Customer Service Representative (Fixed-term)

• Professionally handle phone calls from prospective and current customers
• Record case details and actions taken in the ticketing system
• Provide clients with information on One Acre Fund services including inputs, payments, and agricultural trainings
• Resolve cases on first call and escalate issues beyond scope
• Conduct outbound calls to farmers, group leaders, and field officers to follow up on cases
• Make proactive outbound calls to communicate input deliveries, repayment reminders, and training schedules
• Run outbound surveys or feedback calls to assess farmer satisfaction
• Meet daily and weekly outbound call targets while maintaining Quality Assurance Standards
• Follow up on system challenges and escalate to supervisor
• Process payments to farmers on behalf of Market Access team using Field Pro platform
• Verify farmer and transaction details before initiating payments
• Capture and reconcile payment records in Field Pro
• Support Market Access campaigns by relaying pricing and produce sale information to farmers

Qualifications & Experience:

• 1-2 years experience in contact center operations and applications
• Language: English, Luganda and/or Lusoga

Skills & Competencies:

• Fast typing skills
• Experience with contact center technology and quality management tools
• Demonstrated computer skills in email, internet, Microsoft Office, and Google Suite
• Skilled multi-tasker — talking on phone while typing
• Good phone handling techniques
• Customer service professional passionate about serving smallholder farmers