Tupande Contact Center Inbound Agent [Fixed-term] at One Acre Fund

About One Acre Fund

Founded in 2006, One Acre Fund equips more than 4 million smallholder farmers to make their farms more productive. Across nine countries that together are home to two-thirds of Africa's farmers, we provide high-quality farm supplies, tree seedlings, accessible credit, modern agronomic training, and a wide range of other agricultural services. On average, this model enables any farmer to increase her income and assets on supported land by more than 40 percent, while permanently improving her climate resilience. This is all made possible by our team of 8,000+ full-time staff, drawn from diverse backgrounds and professions.

Our Kenya program, founded in 2006, is our second largest. We operate under the farmer brand Tupande, serving over one million farmers and employing 2200 staff. We aim to transform every farming community in Kenya by delivering sustained food security and pathways to prosperity.tupande.co.ke.

About the Role

• This is a junior-level position on a renewable contract basis.
• The main objective of this role is to serve and support our farmers across Kenya through calls, emails, and social media.
• You will be part of the Contact Center team which is a sub-team of the Business Operations Department. You will report to a Team Supervisor within a team of 5-10 of your peers.
• To succeed in this role, you must meet the following metrics: First Call Resolution >90%, Average Call Handling Time <3mins, Customer Satisfaction Score >95%, Zendesk Recorded Tickets >85 tickets, Adherence 98%, Attendance 98%.

Preferred Start Date

As soon as possible

Job Location

Kakamega, Kenya.

N/B: We do not offer relocation allowance for this role.

Benefits

Health insurance and paid time off

Contract Duration

6 Months

Eligibility

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

• Handle phone calls from both prospective and current customers.
• Record case details and any actions taken to resolve the case in the ticketing system.
• Provide customers with information relating to their loan package with Tupande.
• Resolve cases by providing solutions on the first call, reducing the need for escalation.

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.

Please apply using the link below

https://grnh.se/8eb05d961us

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