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AGRONOMY CALL CENTER ASSOCIATE
Reporting to: USSD Intrapreneur
Compensation: Competitive
Location: Chipata, Zambia
Contract Duration: 6 months
About Good Nature Agro:
Good Nature Agro is a legume seed company founded to profitably move farmers out of poverty and into the middle class. We believe that the future of agriculture in Africa is disaggregated, with smallholders as the most powerful producers for local, regional, and global markets. We have designed our systems to be personal yet scalable. We have overseen consistent annual growth in our supply chain with a network of over 20,000 smallholder farmers, as well as a reliable network of commercial growers.
In recent years we have expanded beyond Zambia, added new product lines and revenue streams and have continued to strengthen our services to both growers and customers with investments in technology and integrated market access for customers of Good Nature Seed.
Furthermore, GNA has made extensive investments in the groundnuts value chain in Zambia with ambitious targets to cultivate more than 1,000 Ha of groundnuts for export to international markets for the 2024/25 season. As such, the Commercial Agronomist therefore becomes an integral position as GNA seeks to rapidly grow its commercial grower network within Zambia and provide them with the necessary support and tools to optimize production.
Position Purpose:
Good Nature Agro is seeking a motivated and detail-oriented Agronomy Call Center Associate to help establish and manage the initial stages of our new call center. This role involves providing exceptional support to our network of farmers, handling inquiries, and ensuring a high level of customer satisfaction.
As the call center expands, you will play a crucial role in training and overseeing a small team of call center representatives.
Key Responsibilities:
1. Respond to incoming calls from farmers, providing timely and accurate information about our USSD platform and other services.
2. Assist farmers with troubleshooting issues related to the USSD platform and other GNA
products.Gather feedback
3. from farmers and relay insights to the product management team for continuous improvement.
4. Maintain detailed and accurate records of customer interactions and transactions.
5. Train and mentor new call center representatives as the team grows.
6. Develop and refine call center scripts and standard operating procedures.
7. Monitor and report on call center performance metrics, ensuring high levels of customer service.
8. Collaborate with other departments to resolve customer issues and improve service delivery.
9. Support promotional campaigns and initiatives by providing information and assistance to farmers.
Qualifications:
● Previous experience in a customer service or call center role focused on farmers.
● Strong communication and interpersonal skills.
● Ability to handle stressful situations calmly and effectively.
● Familiarity with USSD technology and its applications is an advantage.
● Agronomy experience is a must.
● Basic computer skills, including proficiency with Microsoft Office.
● Excellent organizational skills and attention to detail.
● Ability to work independently and as part of a team.
● Passion for helping farmers and contributing to the agricultural sector.
Why Join Us?
● Be part of a mission-driven company dedicated to empowering farmers.
● Play a pivotal role in establishing and growing a new call center team.
● Work in a dynamic and supportive environment with opportunities for growth and development.
If you are passionate about customer service and agriculture, and you have the skills and experience we’re looking for, we’d love to hear from you!
