Uganda Customer Service Representative (Fixed-term)
Local Work Rights Required
This employer does not provide visa sponsorship. Applicants must already have the legal right to work in the job location.
This opportunity may still be relevant if you already have work authorization, are a permanent resident, citizen, student or dependant with work rights, or are seeking jobs within Africa.
Role Summary
Join One Acre Fund as a Customer Service Representative in Uganda, providing vital support to farmers through effective communication and service management.
About the Organisation
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](https://oneacrefund.org/careers/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.
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.
Key Responsibilities
Call Management
Follow-up roles and responsibilities
Market Access Support
- 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
Minimum Requirements
Across all roles, these are the [general qualifications we look for](https://oneacrefund.org/work-with-us/application-process/qualifications/). For this role specifically, you will have:
As soon as possible
Working Conditions
Health insurance, paid time off
Application Information
01 December 2026. Please note that we hire on a rolling basis which means that applications are reviewed and processed on a continuous basis until a hire is made.
- One Acre Fund never asks candidates to pay any money or pay for tests at any stage of the interview process. Official One Acre Fund emails will always arrive from an @*[*oneacrefund.org*](http://oneacrefund.org/) *address. Please report any suspicious communication here (globalhotline@oneacrefund.org), but do not send applications or application materials to this email address.*
- Diversity, Equity, Inclusion (DEI), and anti-racism are deeply connected to our organization’s mission and purpose. One Acre Fund aspires to build a culture where all staff feel consistently valued, represented, and connected – so that our team can thrive as professionals, and achieve exceptional impact for the farmers we serve.*
- We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression. We are proud to be an equal opportunity workplace.*
Eligibility Criteria
This position is open only to individuals legally eligible to work in Uganda without sponsorship.
⚠️ Disclaimer: PathwayAI Africa does not guarantee employment, scholarships, visas, or admission. Always verify all opportunities through official sources before submitting personal information.
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