Aug 16, One Acre Fund Nigeria Customer Experience Coordinator Jobs in Nigeria

About One Acre Fund

Founded in 2006, One Acre Fund supplies 1 million smallholder farmers with the agricultural services they need to make their farms vastly more productive. Our 8,000+ team is drawn from diverse backgrounds and professions. With operations across six core countries in Africa, we make farmers more prosperous by providing quality farm supplies on credit, delivered within walking distance of farmers’ homes, and agricultural training to improve harvests. On average, the farmers we serve harvest 50 percent more food after working with One Acre Fund.

To learn more about our work, take a look at our Why Work Here blog for more information.

About the Role

We are looking for a passionate Customer Experience Coordinator, who will manage the primary points of contact for our customers, ensuring every interaction is an outstanding experience. You will manage inquiries, resolve complaints, and proactively reach out to customers to gather feedback. Your role is crucial in maintaining customer satisfaction and loyalty, contributing to the our organization’s overall success.

You will report to the Business Analysis Specialist and manage a range of 2-6 people under the Customer Experience Team.

Responsibilities

E Function Management

Promote inbound and outbound calls execution Goals.

Collaborate with CE Officers to develop hotline reports and continuously review and enhance CE trainings, policies, and Service Level Agreements.

Manage CP/CX survey forms, dashboards, and reports, and set weekly survey targets.

Build team capability for better first contact resolution and implement a system for resolving escalated enquiries and complaints.

Team and Performance Management

Build the CE team’s skills and coordinate their daily operations and activities.

Perform quality checks on tickets and call records to ensure satisfactory customer service.

Develop SOPs to enhance the efficiency of call center teams and create a conducive work environment.

Ensure accurate ticket categorization and prompt resolution, and conduct bi-annual performance reviews of the CE team.

CE Improvement Tasks

Develop, align, and implement the call center operational strategy.

Identify areas for improvement in Customer Experience processes and propose solutions.

Create a weekly Customer Experience Journey report and project-specific dashboards, presenting findings and progress to the Country Leadership.

Unit’s Liaison and Collaboration

Coordinate with other departments to handle call and SMS-related cases

Share the monthly Service Level Agreement (SLA) report with all team members and supporting teams.

Represent the team in any meetings with external partners

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

2+ years proven customer support experience with a minimum of 1 year working as customer experience lead

Familiarity with CRM systems and practices

Strong phone contact handling skills and active listening

Experience interpreting and responding to customer requests.

Data analysis and data manipulation is required

Proficiency in Microsoft Office suite or google sheets and docs

Proficiecy in Hausa language.

How to Apply

For more information and job application details, see; One Acre Fund Nigeria Customer Experience Coordinator Jobs in Nigeria

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