Fixed-term Customer Support Specialist

Seeking a dedicated Customer Service Representative on a fixed-term basis to deliver exceptional support and resolve inquiries efficiently. This role demands strong communication skills, a customer-centric mindset, and the ability to handle inquiries via multiple channels, including phone, email, and live chat. The ideal candidate will possess prior experience in customer service, proficiency in CRM software, and a proven track record of resolving issues promptly. Responsibilities include addressing customer concerns, processing orders, updating records, and collaborating with cross-functional teams to enhance service quality. This temporary position offers an opportunity to contribute to a dynamic team while supporting critical customer interactions. One Acre Fund seeks to empower smallholder farmers by providing them with the necessary resources, financing, and training to enhance their agricultural productivity and profitability. Candidates for this role must possess a minimum of three years of relevant experience in agricultural development, rural finance, or a closely related field. Strong analytical and problem-solving skills are essential, along with the ability to collaborate effectively in diverse and challenging environments. The position requires proficiency in data analysis and financial modeling, as well as a deep commitment to improving the livelihoods of farming communities. Responsibilities include designing and implementing programs that support farmer productivity, managing partnerships with local organizations, and monitoring and evaluating project outcomes to ensure measurable impact. Mukono Mukono Agriculture, Food, and Natural Resources Customer Service, Communications & Writing, Business Operations, Social Services & Nonprofit, Agribusiness, Agricultural Services & Products Description Established in 2006, One Acre Fund empowers 5.5 million smallholder farmers to enhance farm productivity. Operating across nine nations—representing two-thirds of Africa’s farming population—we deliver premium farm inputs, tree saplings, flexible financing solutions, practical agronomic guidance, and a comprehensive suite of agricultural support services. Our approach consistently boosts farmers’ income and asset growth on cultivated land by over 35%, while fostering long-term agricultural resilience. This impact is driven by our dedicated team of 9,000+ full-time employees, who bring a wealth of diverse experiences and expertise. For additional insights, we invite you to explore our

• Why Work Here

Responsabilités

• blog post. Our Uganda initiative, established in 2014, equips over 34,000 farmers with premium agricultural inputs and fruit-bearing trees, including avocado varieties. The program’s operational hub is located in Jinja, strategically positioned near the districts we serve, with additional coordination support from a small office in Kampala. One Acre Fund’s impact spans Uganda’s eastern region, focusing on key districts such as Gang, Jinja, Kabul, and Bookie. About the Role We are seeking a highly skilled customer service and communications specialist with at least one to two years of professional experience to enhance our client engagement and retention efforts by providing exceptional voice support to farmers throughout Uganda. Oversee a comprehensive range of duties encompassing strategic planning, team leadership, and operational execution to drive organizational success. Develop and implement policies, procedures, and best practices that enhance efficiency, productivity, and compliance with industry standards. Collaborate with cross-functional teams to identify opportunities for improvement, optimize workflows, and align resources with business objectives. Monitor performance metrics and key indicators to assess progress, identify trends, and implement corrective actions as needed. Lead initiatives to foster innovation, employee development, and a culture of continuous improvement while ensuring adherence to legal and ethical guidelines. Represent the organization in stakeholder meetings, negotiations, and external partnerships to strengthen relationships and advance business interests. Efficiently oversee all incoming and outgoing communications to ensure prompt and professional handling, maintaining accurate records of each interaction. Develop and implement standardized protocols for call routing, escalation, and documentation to enhance operational consistency and response times. Collaborate with cross-functional teams to resolve complex inquiries while adhering to company policies and industry regulations. Possess strong verbal and written communication skills, along with proficiency in telephony systems and customer relationship management (CRM) software. Prior experience in a similar role within a fast-paced environment is preferred.
• Follow-up on system challenges raised by staff.
• Immediately escalate system-wide challenges to the supervisor.

Formation / Diplômes

• Ensure the tickets are correctly categorized and have the necessary details to resolve them. Market Access Support Process payments for farmers via the Field Pro platform on behalf of the Market Access team. Before authorizing any payment, confirm the accuracy of farmer and transaction specifics, including produce quantities, pricing, and the farmer’s identity. Capture and reconcile payment records within Field Pro, verifying the accuracy, completeness, and traceability of each transaction. Promptly notify the supervisor or Market Access team of any payment failures, discrepancies, or system-related issues encountered in Field Pro. Assist in Market Access initiatives by providing farmers with essential details—such as pricing, collection points, and produce sales information—throughout phone interactions. Responsible for ensuring accurate documentation of all payments processed and conducting regular reconciliation with the Market Access team to maintain financial integrity and compliance. We offer substantial opportunities for professional advancement and skill enhancement. Employees will engage in targeted training programs and mentorship initiatives to foster continuous learning and career progression. Regular performance evaluations will ensure alignment with organizational goals, while personalized development plans will support individual aspirations. Collaborative projects and cross-functional assignments will broaden experience across various domains, preparing individuals for future leadership roles. Our organization values continuous learning and is committed to employee development. You will engage in weekly one-on-one meetings with your supervisor, receive guidance through mentorship and training initiatives, and benefit from consistent performance evaluations. Career development discussions occur bi-annually, allowing time to explore your professional ambitions and objectives. Additionally, you’ll contribute to the expansion of an evolving company while cultivating a fulfilling, long-term career path.

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