Customer Service Representative Job Vacancy at Grameen Foundation in Uganda

Job Title: Customer Service Representative

About this job

Our client Grameen Foundation is a non profit organization that is seeking to recruit result driven and motivated individuals for the Vacancy above;

Reports to: Customer Service Representative:

Essential Job Functions

1. Ensure quality content development, dissemination and adoption.

    Develop agricultural databases with actionable content.
    Initiate strategies for the development and dissemination of Indigenous technologies.
    Participates in content quality assurance including data simplification and prototyping of new products.
    Participate in the dissemination of content to ensure high level of adoption and impact.
    Support the ERB in the content quality review processes.
    Increase awareness of new content offerings  all stake holders

2. Ensure smooth running of the Farmer call center

    Provides professional customer service of the highest level
    Responds to inbound queries and assist customers who have specific inquiries
    Follows up and closes open call logs with all related  duties which may includes liaising with internal and external escalation points
    Builds farmers’ interest in the services and products offered by the call center
    Updates the existing databases (CRM) with changes and the status of each customer/prospective customer
    Incorporates new ideas in the CMS depending on FAQ coming in from the farmers
    Reports on key metrics and variables and provide periodic progress reports to the Team Leader.
    Contributes towards achievements of quantitative and qualitative milestones and metrics  of the Call Center

3. Implement with excellence

    Ensures the application of standards and quality service delivery.
    Delivers according to set work plans and targets
    Works with external partners to resolve escalated queries in a timely  and efficient manner

4. Track and report results

    Prepares timely and comprehensive analyses of progress against metrics and milestones
    Prepares summary updates and reports as required by the Team Leader for performance analysis
    documents  key service areas ( i.e. pests and diseases, weather etc)  to ensure  that we  reach the desired population with a quality product at the right price and with the right promotion

Required Knowledge, Skills, and Abilities

    Deep knowledge on agriculture and extension services with ability to deliver concise useful information
    Knowledge and understanding of ICTs for Agriculture and poverty eradication
    Ability to work in a team and with minimal supervision
    Through Knowledge of Swahili both oral and written

Strong business orientation

    Strong, innovative and creative problem solver and strategic thinker
    Good  analytical, communication, and interpersonal skills
    High energy and an entrepreneurial spirit, with the ability to think strategically and act tactically
    Comfort with unstructured problems and ability to deliver under pressure
    Ability to promote knowledge transfer through strong mentoring and team building skills
    Deep understanding of and commitment to development in  agriculture and related value chains for the poor
    Enthusiasm for learning from different cultures – eager to build cultural realities into products and project plans
    Belief in the potential to leverage information and communication technology (ICTs) for the benefit of smallholder farmers – preferably with practical experience
    Passionate about the work of Grameen Foundation and the importance of technology in poverty alleviation

Soft Skills

    Pleasant and friendly
    Good verbal communication skills with ability  to quickly recognize signals of a disgruntled customer and be able to respond calmly
    Ability to comprehend, capture as well as interpret basic customer information
    Ability to treat people with respect under all circumstances, instill trust in others and uphold the values of GF
    Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
    Ability to work well as part of a team- to exhibit objectivity and be open-minded towards the ideas and views of others, give as well as welcome feedback, contribute to building team spirit, aid others to succeed

Qualifications

    A degree in Agriculture, Agri-Business, Development Studies or Agriculture related disciplines.
    One or two years experience in Agricultural Extension or Rural Development and working with farmers.
    Innovativeness and adaptability to novel approaches to agricultural service delivery
    A good understanding of principles and practice of community based rural development and participatory methods and approaches.
    A strong knowledge of rural development dimensions including rural poverty and gender concerns.
    Basic computer knowledge/technological skills- the person should be adept in using search tools, browsers and also email features; utilizing tracking and management features, including familiarity of CRM solutions
    Experience working in agricultural development  and extension services

Additional Skills

    Understanding of the operations  of a call center and customer care environment – preferably through direct involvement
    Thorough Knowledge of indigenous technologies would be an added advantage.



How to Apply:

Please follow the instructions as stated below as failure to do so could lead to disqualification.

1. Send an Application letter and CV/Resume.

2. Merge these two documents into one document in either word or pdf format.

3. Do not attach or send any scanned documents, these are sometimes too large for our inbox.

4. Include the job title and/or reference number in the subject line of the email address   and send your application by email to grameenjobs@nftconsult.com

5. Only successful candidates will be contacted. For all other inquiries please contact our offices directly.




Deadline: 28th January 2013