Farmer Contact Center Agent

• 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.