Customer Service Representative (Fixed-term)
AI summary
One Acre Fund is hiring a Customer Service Representative on a fixed-term basis in Mukono, Uganda. The role involves handling inbound and outbound calls to farmers, resolving cases, processing payments, and supporting market access campaigns. The position requires 1-2+ years of customer service experience and offers career growth through mentorship and training.
- Fixed-term contract with One Acre Fund in Mukono, Uganda
- Handle inbound/outbound calls and resolve farmer cases
- Process payments and support market access campaigns
- Requires 1-2+ years of customer service experience
- Career growth through mentorship, training, and regular feedback
- Application deadline: Tuesday, December 1, 2026
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required1+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, internship, Customer ServiceThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in MukonoThe vacancy is associated with this location.
- UnclearComfort with the Fixed-term contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Service Representative (Fixed-term) evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to One Acre Fund and the role in Mukono.
- Add concrete examples related to call_center, internship, Customer Service, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Great Uganda Jobs; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Plan to submit before the listed deadline: 2026-12-01.
Source and safety check
- Great Uganda Jobs
- Original source link available
- Application method is clear
- Deadline is available: 2026-12-01
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Service Representative (Fixed-term) role in call_center, internship?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Mukono under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research One Acre Fund before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Founded in 2006, One Acre Fund equips 5.5 million smallholder farmers to make their farms more productive. Across nine countries that together are home to two-thirds of Africa’s farmers, we provide high-quality farm supplies, tree seedlings, accessible credit, modern agronomic training, and a wide range of other agricultural services. On average, this model enables any farmer to increase their income and assets on supported land by more than 35 percent, while permanently improving their resilience. This is all made possible by our team of 9,000+ full-time staff, drawn from diverse backgrounds and professions. To learn more, please see our Why Work Here blog post.
Our Uganda program, founded in 2014, provides more than 34,000 farmers with quality farm supplies as well as fruit trees like avocados. Our team in Uganda is headquartered in Jinja, close to the districts we serve, and supported by a small presence in Kampala. One Acre Fund works in the eastern region of Uganda, primarily in the districts of Iganga, Jinja, Kamuli, and Buikwe.
About the Role
Seeking an exceptional customer service and communications professional with 1-2+ years of
Experience
- to strengthen our client engagement and retention by delivering high-quality voice support to farmers across Uganda.
- with contact center technology, agent productivity tools, and quality management tools.
- Demonstrated computer skills in email, internet websites, Microsoft Office, and Google Suite.
- Knowledge:
- 1-2 years
- in contact center operations and applications.
- Language: English, Luganda and Or Lusoga
- Skilled multi-tasker, such as talking on the phone while typing
- Good phone handling techniques
- Customer service professional
- Passionate about serving smallholder farmers
- with contact center technology, agent productivity tools, and quality management tools.
- Demonstrated computer skills in email, internet websites, Microsoft Office, and Google Suite.
- Skilled multi-tasker, such as talking on the phone while typing
- Good phone handling techniques
- Customer service professional
- 1-2 years
- in contact center operations and applications.
- Language: English, Luganda and Or Lusoga
- Passionate about serving smallholder farmers
- bachelor degree
- 12
- JOB-6a985be0c4aba
Responsibilities
Call Management
Professionally handle phone calls from both prospective and current customers.
Record case details and any actions taken to resolve the case accurately in the ticketing system.
Provide clients with information relating to One Acre Fund services, including but not limited to inputs, payments, and agricultural trainings
Resolve cases that can be handled on the first call and do not need to be escalated.
Escalate issues that are beyond your scope and ensure resolution within the agreed SLA
Conduct outbound calls to farmers, group leaders, and field officers to follow up on unresolved or escalated cases until they are fully closed.
Make proactive outbound calls to communicate key information such as input deliveries, repayment reminders, training schedules, and program updates when needed.
Run outbound surveys or feedback calls to assess farmer satisfaction and service quality when needed
Record the outcome of every outbound call accurately in the ticketing system, including actions taken and any follow-up required.
Meet the set daily and weekly outbound call targets while maintaining Contact Center Quality Assurance Standards.
Follow-up roles and
Follow-up on system challenges raised by staff.
Immediately escalate system-wide challenges to the supervisor.
Ensure the tickets are correctly categorized and have the necessary details to resolve them.
Market Access Support
Process payments to farmers on behalf of the Market Access team using the Field Pro platform.
Verify farmer and transaction details (produce quantities, prices, and farmer identity) before initiating any payment.
Capture and reconcile payment records in Field Pro, ensuring each transaction is accurate, complete, and traceable.
Escalate payment failures, mismatches, or system challenges within Field Pro to the supervisor or Market Access team promptly.
Support Market Access campaigns by relaying pricing, collection point, and produce sale information to farmers during calls.
Maintain proper documentation of all payments made and support periodic reconciliation with the Market Access
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:
Technical Skills:
Fast typing skills.
Preferred Qualifications
- Start Date
- As soon as possible
- Job Location
- Mukono, Uganda
Benefits
- Health insurance, paid time off
- Contract Duration
- 1 year
- Eligibility
- This role is only open to citizens or permanent residents of Uganda.
- Professionally handle phone calls from both prospective and current customers.
- Record case details and any actions taken to resolve the case accurately in the ticketing system.
- Provide clients with information relating to One Acre Fund services, including but not limited to inputs, payments, and agricultural trainings
- Resolve cases that can be handled on the first call and do not need to be escalated.
- Escalate issues that are beyond your scope and ensure resolution within the agreed SLA
- Conduct outbound calls to farmers, group leaders, and field officers to follow up on unresolved or escalated cases until they are fully closed.
- Make proactive outbound calls to communicate key information such as input deliveries, repayment reminders, training schedules, and program updates when needed.
- Run outbound surveys or feedback calls to assess farmer satisfaction and service quality when needed
- Record the outcome of every outbound call accurately in the ticketing system, including actions taken and any follow-up required.
- Meet the set daily and weekly outbound call targets while maintaining Contact Center Quality Assurance Standards.
- Follow-up on system challenges raised by staff.
- Immediately escalate system-wide challenges to the supervisor.
- Ensure the tickets are correctly categorized and have the necessary details to resolve them.
- Process payments to farmers on behalf of the Market Access team using the Field Pro platform.
- Verify farmer and transaction details (produce quantities, prices, and farmer identity) before initiating any payment.
- Capture and reconcile payment records in Field Pro, ensuring each transaction is accurate, complete, and traceable.
- Escalate payment failures, mismatches, or system challenges within Field Pro to the supervisor or Market Access team promptly.
- Support Market Access campaigns by relaying pricing, collection point, and produce sale information to farmers during calls.
- Maintain proper documentation of all payments made and support periodic reconciliation with the Market Access
- Fast typing skills.