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Job Description and Role
As a Customer Engagement Officer, you will be the voice of One Acre Fund Nigeria. You will take care of incoming customer calls and also conduct outbound surveys. The detailed scope of tasks is as follows:
Inbound Calls: Receiving client phone calls and recording them in the Customer Engagement tracker (perform ticketing when electronic workflow management systems will be implemented).
Respond to various client questions
Collaborate with external departments to find solutions on claims/requests in case you don’t have an immediate response
Outbound Calls/Surveys: Responsible for making outgoing calls and conduct surveys as requested by Global, BizOps and other departments.
Review/ quality check SMS blast request received through the google form.
Prepare and execute SMS blasts as requested.
Data Analysis And Reporting:
Writing Hotline reports as updates for stakeholders
Occasionally being called upon to do some light analysis of the data coming into the hotline so that the program may utilize this information.
investigate all cases of farmer complaints through phone calls to One Acre Fund Nigeria
Prioritize weekly cases to follow up and prepare a travel schedule
Investigate and acquire relevant documentation including budgets and records for farmer refund payments, inputs delivery documents to detect any anomalies and errors and launch investigations
Field Visit Activities:
Schedule visits to investigate cases with Field Managers, Field officers and Group Leaders as appropriate
Meet with impacted and affected parties and obtain written statements and evidence such as default acknowledgement forms and reports from relevant parties
Arrange any follow-up appointments to help with the investigation
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 finance or a related field, and a demonstrated long-term passion for sustainable agricultural development. We are looking for extraordinary candidates that are proactive; please only apply if you fit these criteria:
Relevant work experiences including demanding professional work experience in business, banking or an INGO
Demonstrated computer skills in email, internet usage, Microsoft Office.
Deep understanding of the OAF core program model
Excellent interpersonal and communication skills
Proactive in identifying and solving problems
Demonstrates integrity and a positive attitude
Language: Fluent in English, Yoruba and/or Hausa/Gbagyi (mandatory) and has a good understanding of local communities and cultures
Passionate about serving smallholder farmers
Proven organizational, analytical, communication (oral and written) skills
Able to work with minimum supervision to meet strict deadlines
Attention to detail and strong organizational skills
Able to multitask
Demonstrated computer skills and proficiency in email, internet usage, Microsoft Office especially Excel and Google Suite for data analysis, presentation and report writing
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
Exercises confidentiality and possess a high degree of integrity.
Paid Annual Leave, Pension, Health Insurance, Professional Development Support etc.
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