Job
Description: Customer Engagement Team Lead
Description: Customer Engagement Team Lead
Mbere
na mbere abahinzi
na mbere abahinzi
Industry:
Non-profit/Agriculture
Non-profit/Agriculture
Function:
Management
Management
Employer:
One Acre Fund / Tubura.
One Acre Fund / Tubura.
Job
Location: Rubengera
Location: Rubengera
Deadline:
25/Nov/2015
25/Nov/2015
Commitment:
Long term career position
Long term career position
Organization
Description
Description
We
are an international NGO with a strong footprint in Kenya, Rwanda, Burundi, and
Tanzania: In these countries our 2,000+ strong staff serves over 200,000
smallholding farmers and helps them to grow their way out of hunger and
poverty. We provide farmers with a “market bundle” that includes
education, finance, seed and fertilizer, and market access. Our program is
proven impactful – every year, we weigh thousands of harvests and measure more
than 100% average gain in farm income per acre. We are growing quickly.
In seven years, the Rwanda program has grown to serve over 100,000 farm
families with more than 1,000 full-time field staff.
are an international NGO with a strong footprint in Kenya, Rwanda, Burundi, and
Tanzania: In these countries our 2,000+ strong staff serves over 200,000
smallholding farmers and helps them to grow their way out of hunger and
poverty. We provide farmers with a “market bundle” that includes
education, finance, seed and fertilizer, and market access. Our program is
proven impactful – every year, we weigh thousands of harvests and measure more
than 100% average gain in farm income per acre. We are growing quickly.
In seven years, the Rwanda program has grown to serve over 100,000 farm
families with more than 1,000 full-time field staff.
Function
Description
Description
The
Customer Engagement team is rapidly evolving from an existing customer care
hotline used by thousands of clients to a comprehensive customer service and
outreach hub. We are seeking a Customer Engagement Team Lead to help us provide
the best customer service to our farmers. This role would require strong
critical thinking skills, a willingness to patiently communicate with farmers
and also internally with directors and department managers to help solve
problems. The position requires a person with a strong positive attitude and a
desire to grow their career in the role. You will gain exposure to many aspects
of Tubura including Field Operations, M&E, Finance, Business Operations and
Product Innovations. The Customer Engagement Team Lead will lead the charge to
a new era of customer care through a customer hotline, SMS program, service
outreach calls, and trainings for Tubura staff and clients.
Duties
and responsibilities
and responsibilities
- Inspire
a growing team to provide the best customer experience for small holder
farmers in Rwanda - Mentor
team members in professional and personal development as well as technical
skills
- Coordinate
the work of several people working on different projects including
hotline, SMS, monitoring & evaluation, and mobile repayment
trials - Define
service standard and uphold all hotline operators to this standard - Work
to standardize the hotline triage process and documentation, building the
knowledge repository that the team works with to respond to customer calls - Be
responsible for call log reporting to in-country and global OAF
stakeholders - Liaise
with multiple departments to understand their SMS needs and coordinate how
it can fit into the broader customer engagement program - Create
an effective and scalable process for interacting with thousands of
clients through SMS - Oversee
execution of SMS communication with clients, in compliance with the
organizational SMS Policy - Propose
changes to the SMS policy as Tubura and its client interactions evolve
over time - Work
closely with Monitoring & Evaluation and other departments to define
the scope of outgoing customer calls - Oversee
the execution of varied service outreach calls by the Hotline operators,
including training, data collection and reporting results to relevant
stakeholders - Develop
the strategy and timeline for customer engagement trainings and coordinate
or facilitate trainings of both Tubura employees and Tubura clients on a
range of customer engagement-related topics
Requirements
- Demonstrated
computer skills in email, internet usage, Microsoft Office - Proven
experience in customer service or field-facing communications - Proactive
problem solver and ability to think critically - Extremely
organized individual, with the ability to manage multiple projects
involving multiple departments - Integrity,
positive attitude, and friendly demeanour - Humility:
We are looking for passionate professionals who combine strong leadership
skills with good humor, patience, and a humble approach to service to join
our growing family of leaders - Flexibility:
You should be comfortable with ambiguity and quickly learning new skills
and subjects - Demonstrates
high quality work with a strong attention to detail - A
willingness to commit to living in Western rural Rwanda for at least two
years - Language:
Fluent in English and Kinyarwanda. French desirable.
Desired:
- Relevant
work experiences. Examples include: demanding professional work experience
in business, bank or NGO, or a successful entrepreneurial experience. - Top-performing
undergraduate degree management or other relevant fields from a recognized
University (please include grades and test scores on your resume) - Leadership
experience at work, or outside of work. Experience managing other people. - Proven
ability to set and meet targets on the job - Experience
managing a call centre or experience with case/ticketing software would be
an advantage
To
apply
apply
Please
click on this link: http://form.jotformpro.com/form/41264122616951
click on this link: http://form.jotformpro.com/form/41264122616951
You
will be prompted to a form that must be completed. At the end of the form
you will have the opportunity to write a motivational letter and upload your
CV. We are offering a world class professional and international environment
that focuses on your career development and are looking forward to receiving
your application.
will be prompted to a form that must be completed. At the end of the form
you will have the opportunity to write a motivational letter and upload your
CV. We are offering a world class professional and international environment
that focuses on your career development and are looking forward to receiving
your application.
Please
Note: One Acre Fund will never ask you for money in return for advancement in
the recruitment process or for being offered a position. If you are being
approached by someone demanding money, please do not hesitate to report this to
the Tubura HR Hotline: 0785443574 (Please do not use this number for any purpose
other than reporting fraud attempts).
Note: One Acre Fund will never ask you for money in return for advancement in
the recruitment process or for being offered a position. If you are being
approached by someone demanding money, please do not hesitate to report this to
the Tubura HR Hotline: 0785443574 (Please do not use this number for any purpose
other than reporting fraud attempts).
