Undergraduate degree
Strong verbal communication skills and active listening skills
Experience working with smallholder farmers an advantage but not required
Experience working in a call center is an advantage but not required
Working proficiency in MS applications, especially Word, Excel and Power Point and ability to navigate smartphone applications
Fluency in spoken and written Kiswahili, Dholuo, and English
Ability and interest to study, understand, apply, and continuously learn about all aspects of Trees for the Future’s program, Forest Gardens and farm context
A strong belief in a positive culture, in alignment with our core values
Strong attention to detail.
Professional and trustworthy, with the ability to maintain confidentiality and handle sensitive farmer information, complaints, and grievances with discretion.
Ability to confidently engage with farmers proactively through available communication channels

Responsibilities

Farmer Interaction

Interact directly with farmers, lead farmers, and grievance focal points primarily via the call center but also through field visits when necessary
Proactively engage farmers through outgoing calls, SMS, and other approved communication channels to share information, provide updates, gather feedback, and follow up on issues.
Communicate complex topics in ways that are accessible to farmers
Build positive relationships with lead farmers and GFPs
Create a welcoming environment where farmers feel comfortable raising concerns, giving feedback, and reporting grievances
Respond to farmer enquiries and interactions in a timely, professional, respectful, and empathetic manner.

Issue Resolution

Ensure issues are correctly recorded and that any hardcopy records (such as those from GFPs) are digitized consistently
Take full responsibility for moving issues from step to step, to ensure they are resolved in a timely manner
Work with other departments and external stakeholders, when needed, to ensure issues are resolved
Keep farmers informed of the progress and outcome of their reported issues and confirm resolution where appropriate.
Escalate issues when warranted to the C.A.R.E manager

Records and Data

Accurately record farmer issues, keep records updated, and take full ownership for the quality of farmer and issue data
Ensure all interactions and follow-ups are accurately documented in the relevant systems.
Identify insights and trends, recurring concerns, and areas of farmer confusion and share with relevant teams and escalate concerning patterns to C.A.R.E manager.
Ensure complete confidentiality of farmer information, reports and grievances.

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Entry and Basic-level Agriculture, fishing, forestry, wildlife jobs in Mbale, Kenya