Client Experience Coordinator

About One Acre Fund

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 blog post.

In Zambia, from our hub in Kabwe, we run a specialised climate-smart input and agroforestry program to address challenges such as irregular rainfall and soil degradation. By partnering with local tree nursery operators, we raise and distribute agroforestry trees that enrich soils and build long-term financial resilience. Supported by a structured frontline field team across Central and Southern Provinces, we use rigorous, data-driven frameworks to measure our impact and ensure we drive meaningful improvements in farmer yields, asset accumulation, and food security.

About the Role

In this role, you will establish and lead day-to-day operations for both inbound and outbound contact centre teams, drive overall Customer Experience (CX) strategies, manage SMS and external communications engagement campaigns, implement robust SOPs, and promote client protection compliance as a Customer Service Champion. You will oversee staffing, training, performance management, and KPI tracking to ensure every farmer receives high-quality, responsive, and supportive service

Responsibilities

Contact Centre Operations & Management

• Oversee daily inbound and outbound call center operations to maintain service quality, achieve performance SLAs, and track operational KPIs.
• Manage workflows, agent scheduling, capacity planning, and operational queues for the new center.
• Develop, implement, and maintain Standard Operating Procedures (SOPs) for all contact center functions.

Drive Customer Experience (CX)

• Elevate CX performance through regular call monitoring, call shadowing, and structured quality assurance reviews.
• Analyze customer feedback and operational data to identify trends, pain points, and opportunities for service improvement.
• Manage and optimize client SMS and external communication campaigns to deliver timely, farmer-centered engagement.

Client Protection & Compliance