Kenya Customer Experience Officer [Fixed-Term] at One Acre Fund

About the Role

You will be a mystery shopper who interacts with multiple Tupande services to have a firsthand experience of the service. Daily, you will record and share detailed findings on what it feels like to be a Tupande customer in Kenya and share the detailed customer experience findings with the Customer Experience Lead. You will be reporting to the Customer Experience Coordinator.

You will be based in one of the regions that Tupande operates in i.e. Nyanza, Western, Mt Kenya and Rift Valley. This role will be for 3 months initially with the possibility of extension/contract renewal.

Responsibilities

Planning

• Attend Training for each evaluation period.
• Provide thoughtful feedback on survey material and questions.

Survey Execution

• Each day you will do 1-2 customer journey visits in the region as directed by the Customer Experience. lead.
• You should prepare a detailed weekly work plan to meet the targets.
• Collect data from multiple sources as instructed by the Customer Experience Lead and write up the experience into a weekly report.
• Complete all assigned surveys.
• Achieve survey targets and exceed those targets.
• Code and adhere to the department's data quality standards.
• Send in a daily report on work done to the Customer Experience Lead.
• Safeguard all OAF materials (e.g. tablets, chargers, power banks and other materials provided).
• Maintain a detailed visit Log.
• Retain and keep safe any receipts of purchase of inputs from One Acre Fund Dukas.
• Sync data collected daily.
• Submit weekly requests for airtime and transport to facilitate your fieldwork.
• Adhere to the expense request procedure outlined by the Department and our policy.
• Provide support and mentorship to new members of the team.

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:

• Possessing a high school certificate, or diploma will be an added advantage.
• Excellent written and spoken English.
• Excellent tablet use with no assistance.
• Qualitative data collection experience will be an added advantage.
• Passionate about serving smallholder farmers