Nigeria Customer Experience Coordinator at One Acre Fund

One Acre Fund, founded in 2006, 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.

We are recruiting to fill the position below:

Job Title: Nigeria Customer Experience Coordinator

Location: Minna, Niger
Preferred Start Date: As soon as possible

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
CE 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
• Review all call or SMS-related reports from team members and share or delegate sharing with relevant department.

Career Growth and Development:

• We have a strong culture of constant learning and we invest in developing our people.
• You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance.
• We hold career reviews every six months, and set aside time to discuss your aspirations and career goals.
• You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

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.

Benefits
Health insurance, paid time off.

Application Closing Date
23rd September, 2024.