Farmer Contact Center Agent

About the role

The Farmer Contact Center Agent will serve as the primary point of contact for smallholder farmers, providing information, support, and grievance handling through calls, SMS and occasional field visits. This role supports Trees for the Future’s Forest Gardens program and helps ensure farmer satisfaction.

Key responsibilities

• Interact directly with farmers, lead farmers and grievance focal points via the call centre and field visits when needed.
• Proactively engage farmers through outgoing calls, SMS and approved channels to share updates, gather feedback and follow up on issues.
• Record and digitise farmer issues, track their progress and ensure timely resolution.
• Collaborate with other departments and external stakeholders to resolve complaints and keep farmers informed.
• Identify trends and insights from farmer interactions and share them with relevant teams.

Required profile

• Undergraduate degree.
• Strong verbal communication and active listening skills.
• Fluency in spoken and written Kiswahili, Dholuo and English.
• Professional, trustworthy and able to maintain confidentiality of sensitive farmer information.
• Strong attention to detail and alignment with the organisation’s core values.

Required skills

• Working proficiency in Microsoft Word, Excel and PowerPoint.
• Ability to navigate smartphone applications.