Customer Service Representative – Uganda (Fixed‑term)

About the role

One Acre Fund is looking for a motivated Customer Service Representative to join its Uganda team on a fixed‑term basis. You will be the primary voice contact for farmers, helping them navigate inputs, payments, trainings and other services.

Key responsibilities

• Answer inbound calls from prospective and current farmers, record case details in the ticketing system, and resolve issues on the first call whenever possible.
• Escalate complex cases to senior staff and ensure timely resolution within service level agreements.
• Conduct outbound calls to follow up on unresolved cases, deliver reminders about input deliveries, repayments, training schedules and program updates.
• Run surveys and feedback calls to assess farmer satisfaction and service quality.
• Meet daily and weekly outbound call targets while adhering to Contact Center Quality Assurance standards.
• Support the Market Access team by processing farmer payments through the Field Pro platform and verifying transaction details.

Required profile

• 1–2 + years of experience in customer service or call‑center environments.
• Strong verbal communication skills in English and ability to engage with smallholder farmers.
• Attention to detail and ability to accurately document interactions in a ticketing system.
• Proactive attitude with a focus on meeting performance targets.

Required skills

What we offer

• Opportunity to contribute to agricultural development impacting thousands of farmers.
• Experience working with a leading agribusiness organization in East Africa.
• Fixed‑term contract with clear performance expectations.