Customer Service Representative – Fixed-term (Uganda)

About the role

We are looking for a customer service and communications professional with 1‑2+ years of experience to strengthen client engagement and retention by delivering high‑quality voice support to farmers across Uganda.

Key responsibilities

• Handle inbound calls from prospective and current customers, providing information on inputs, payments, and trainings.
• Record case details and actions in the ticketing system, resolve first‑call issues, and escalate when needed.
• Conduct outbound calls for follow‑up, reminders, surveys, and program updates, meeting daily and weekly targets.
• Process farmer payments via the Field Pro platform, verify transaction details, and reconcile records.
• Support Market Access campaigns by communicating pricing and collection information.
• Escalate system‑wide challenges promptly and ensure tickets are correctly categorized.

Required profile

• 1‑2+ years experience in contact‑center operations.
• Fluent in English, Luganda and Lusoga.
• Passionate about serving smallholder farmers.

Required skills

• Contact‑center technology and agent productivity tools.
• Quality management tools.
• Microsoft Office and Google Suite.
• Fast typing.

What we offer

• Health insurance.
• Paid time off.