Uganda Customer Service Representative (Fixed-term)

• PositionUganda Customer Service Representative (Fixed-term)
• CompanyOne Acre Fund Uganda
• LocationMukono, Uganda
• Job TypeFixed-term contract (1 year)
• CategoryCustomer Service Jobs in Uganda
• IndustryAgriculture / Non-profit
• DepartmentBusiness Operations
• DeadlineTuesday, 1 December 2026 (rolling review)

One Acre Fund is a non-profit social enterprise, founded in 2006, that equips smallholder farmers to make their farms more productive. It provides farm supplies, tree seedlings, accessible credit and agronomy training, and today serves millions of farmers across nine African countries with a team of more than 9,000 full-time staff.

Its model depends on close, reliable contact with farmers: inputs are delivered near their homes, repayments are tracked carefully, and training is timed to the farming season. That makes the contact centre a key link between farmers and field teams.

One Acre Fund has worked in Uganda since 2014, serving more than 34,000 farmers mainly in Iganga, Jinja, Kamuli and Buikwe, with its headquarters in Jinja and a small presence in Kampala.

As a Customer Service Representative, you will be a voice of One Acre Fund for farmers across Uganda. You will take calls from current and prospective clients, explain services such as inputs, payments and trainings, resolve what you can on the first call, and escalate the rest within agreed service levels. Every call and its outcome is recorded in the ticketing system.

The role also has a strong outbound side: following up open cases with farmers, group leaders and field officers, sharing delivery dates, repayment reminders and training schedules, and running feedback surveys. You will process and reconcile farmer payments on Field Pro for the Market Access team and relay pricing and collection point details during produce sale campaigns. Daily and weekly call targets apply, alongside quality assurance standards.

Call Management

• Professionally handle phone calls from prospective and current customers.
• Record case details and actions taken accurately in the ticketing system.
• Give clients information on One Acre Fund services, including inputs, payments and agricultural trainings.
• Resolve cases that can be handled on the first call without escalation.
• Escalate issues beyond your scope and ensure resolution within the agreed SLA.
• Make outbound calls to farmers, group leaders and field officers to follow up unresolved or escalated cases until closed.
• Make proactive outbound calls about input deliveries, repayment reminders, training schedules and programme updates when needed.
• Run outbound surveys or feedback calls on farmer satisfaction and service quality when needed.
• Record the outcome of every outbound call accurately, including actions taken and follow-up needed.
• Meet daily and weekly outbound call targets while maintaining Contact Center Quality Assurance Standards.

Follow-up

• Follow up on system challenges raised by staff.
• Escalate system-wide challenges to the supervisor immediately.
• Make sure tickets are correctly categorised and hold the details needed to resolve them.

Market Access Support

• Process payments to farmers for the Market Access team using the Field Pro platform.
• Verify farmer and transaction details (produce quantities, prices and farmer identity) before starting any payment.
• Capture and reconcile payment records in Field Pro so every transaction is accurate, complete and traceable.
• Escalate payment failures, mismatches or Field Pro system issues to the supervisor or Market Access team promptly.
• Support Market Access campaigns by sharing pricing, collection point and produce sale information with farmers during calls.
• Keep proper records of all payments and support periodic reconciliation with the Market Access team.

Required Education

• Not stated in the advert. Check One Acre Fund’s general qualifications page linked from the careers page.

Work Experience

• 1 to 2 years of experience in contact centre operations and applications.

Additional Requirements

• Languages: English, Luganda and/or Lusoga.
• Fast typing skills and the ability to talk on the phone while typing.
• Experience with contact centre technology, agent productivity tools and quality management tools.
• Computer skills in email, websites, Microsoft Office and Google Suite.
• Open only to citizens or permanent residents of Uganda.

Technical Skills

• Contact centre tools: Ticketing, productivity and quality management systems.
• Fast typing: Logging cases accurately while on a live call.
• Payments processing: Verifying and reconciling payments on Field Pro.
• Office software: Email, Microsoft Office and Google Suite.

Soft Skills

• Phone manner: Clear, patient and professional with every caller.
• Languages: English plus Luganda and/or Lusoga.
• Multitasking: Talking, typing and checking records at once.
• Ownership: Following cases through until they are closed.
• Care for farmers: Real passion for serving smallholder farmers.

Health insurance and paid time off, on a 1-year fixed-term contract. One Acre Fund also offers weekly manager check-ins, mentorship, training and career reviews every six months. Salary is not stated in the advert.

• Health insurance and paid time off from day one of the contract.
• Uses your Luganda or Lusoga every day.
• Adds payments and reconciliation experience to your customer service CV.
• Clear targets and quality standards to grow against.
• A well-known international NGO on your CV.
• Reserved for Ugandan citizens and permanent residents.

Apply online through One Acre Fund’s official careers page for the Uganda Customer Service Representative (Fixed-term). The deadline is Tuesday, 1 December 2026, and applications are reviewed on a rolling basis until a hire is made. One Acre Fund never asks candidates to pay money or pay for tests, and official emails only come from an @oneacrefund.org address. See more customer service jobs in Uganda and NGO jobs in Uganda.

• Apply early: the role was first posted in September and review is rolling.
• State your languages clearly, especially Luganda and Lusoga.
• Quote your call centre metrics, such as calls per day or first-call resolution.
• Name the ticketing or CRM systems you have used.
• Mention any mobile money or payments reconciliation experience.
• Show genuine interest in farming or rural clients.