THE ROLE

The Farmer Contact Centre Agent (FCCA) is a key member of the C.A.R.E (Community Advocacy Relationships and Engagement) Department at TREES. The Farmer Contact Centre Agent proactively and reactively engages with farmers, field staff, lead farmers, and Grievance Focal Points (GFPs), recording questions, comments, concerns, feedback, and grievances. Using our contact center database, the FCCA is responsible for tracking each farmer issue assigned to them, proactively following up where necessary, coordinating with internal and external stakeholders, and ensuring each issue is solved in a timely manner.

RESPONSIBILITIES

Farmer Interaction

• Interact directly with farmers, lead farmers, and grievance focal points primarily via the call center but also through field visits when necessary
• Proactively engage farmers through outgoing calls, SMS, and other approved communication channels to share information, provide updates, gather feedback, and follow up on issues.
• Communicate complex topics in ways that are accessible to farmers
• Build positive relationships with lead farmers and GFPs
• Create a welcoming environment where farmers feel comfortable raising concerns, giving feedback, and reporting grievances
• Respond to farmer enquiries and interactions in a timely, professional, respectful, and empathetic manner.

Issue Resolution

• Ensure issues are correctly recorded and that any hardcopy records (such as those from GFPs) are digitized consistently
• Take full responsibility for moving issues from step to step, to ensure they are resolved in a timely manner
• Work with other departments and external stakeholders, when needed, to ensure issues are resolved
• Keep farmers informed of the progress and outcome of their reported issues and confirm resolution where appropriate.
• Escalate issues when warranted to the C.A.R.E manager

Records and Data

• Accurately record farmer issues, keep records updated, and take full ownership for the quality of farmer and issue data
• Ensure all interactions and follow-ups are accurately documented in the relevant systems.
• Identify insights and trends, recurring concerns, and areas of farmer confusion and share with relevant teams and escalate concerning patterns to C.A.R.E manager.
• Ensure complete confidentiality of farmer information, reports and grievances.

WHO YOU ARE

An enthusiastic advocate for TREES’ mission and values. You are passionate about improving livelihoods through agroforestry. You center farmers in every decision, ensuring projects drive real impact for communities and the environment.

A problem solver who owns your work. You overcome obstacles in your work by identifying them, adapting to new information, and proactively devising solutions. You take action and hold yourself accountable based on set goals.

Adaptive to new working environments. You are able to quickly adapt to new working environments, sometimes in difficult terrains.

Self-driven. Able to plan and execute tasks without close supervision. Motivated by results.

Good planning and analytical skills. You will need to make independent. judgement and structure your plan to fit into flexible farmer programs.

Team Player. You will be one in a team each contributing to the overall goal.

REQUIREMENTS

• Undergraduate degree
• Strong verbal communication skills and active listening skills
• Experience working with smallholder farmers an advantage but not required
• Experience working in a call center is an advantage but not required
• Working proficiency in MS applications, especially Word, Excel and Power Point and ability to navigate smartphone applications
• Fluency in spoken and written Kiswahili, Dholuo, and English
• Ability and interest to study, understand, apply, and continuously learn about all aspects of Trees for the Future’s program, Forest Gardens and farm context
• A strong belief in a positive culture, in alignment with our core values
• Strong attention to detail.
• Professional and trustworthy, with the ability to maintain confidentiality and handle sensitive farmer information, complaints, and grievances with discretion.
• Ability to confidently engage with farmers proactively through available communication channels

• Interact directly with farmers, lead farmers, and grievance focal points primarily via the call center but also through field visits when necessary
• Proactively engage farmers through outgoing calls, SMS, and other approved communication channels to share information, provide updates, gather feedback, and follow up on issues.
• Communicate complex topics in ways that are accessible to farmers
• Build positive relationships with lead farmers and GFPs
• Create a welcoming environment where farmers feel comfortable raising concerns, giving feedback, and reporting grievances
• Respond to farmer enquiries and interactions in a timely, professional, respectful, and empathetic manner.
• Ensure issues are correctly recorded and that any hardcopy records (such as those from GFPs) are digitized consistently
• Take full responsibility for moving issues from step to step, to ensure they are resolved in a timely manner
• Work with other departments and external stakeholders, when needed, to ensure issues are resolved
• Keep farmers informed of the progress and outcome of their reported issues and confirm resolution where appropriate.
• Escalate issues when warranted to the C.A.R.E manager
• Accurately record farmer issues, keep records updated, and take full ownership for the quality of farmer and issue data
• Ensure all interactions and follow-ups are accurately documented in the relevant systems.
• Identify insights and trends, recurring concerns, and areas of farmer confusion and share with relevant teams and escalate concerning patterns to C.A.R.E manager.
• Ensure complete confidentiality of farmer information, reports and grievances.

• Strong verbal communication skills
• Active listening skills
• Working proficiency in MS applications, especially Word, Excel and Power Point
• Ability to navigate smartphone applications
• Fluency in spoken and written Kiswahili, Dholuo, and English
• Ability and interest to study, understand, apply, and continuously learn about all aspects of Trees for the Future’s program, Forest Gardens and farm context
• Strong attention to detail.
• Professional and trustworthy
• Ability to maintain confidentiality and handle sensitive farmer information, complaints, and grievances with discretion.
• Ability to confidently engage with farmers proactively through available communication channels

• Undergraduate degree
• Experience working with smallholder farmers an advantage but not required
• Experience working in a call center is an advantage but not required