Who we are
Komaza is revolutionizing African forestry by unlocking the potential for small farmers to serve booming wood markets. With roots in San Francisco and headquarters in coastal Kenya, we have planted over 2 million trees with more than 6,000 farmers, making us Kenya’s largest commercial tree planter. By leveraging farmers’ contribution of land and labor, Komaza can access effectively limitless land and establish a hectare of trees for far less than big plantations – a powerful disruption to the traditional forestry model. We have been recognized with numerous awards and investments, including Forbes, Ashoka, Mulago Foundation, and Novastar Ventures.
About the team
The Komaza Farmer Relations team is a marketing and communications center explicitly devoted to our farmer-facing activities. Our core focus is helping farmers to understand who we are, what a social enterprise is, and how they can benefit from joining Komaza. From farmer enrollment to farmer payment, we are there to listen to farmers’ wants and needs, and help them understand what to expect from our partnership.
About this role
Komaza makes a commitment to our farmers that we will deliver fair, consistent, and timely resolution to all open questions and issues that arise on our farms. As Farmer Support Officer, you are responsible for providing “customer support” to our partner farmers. You will manage the critical connection between the field and the office, ensuring all communications are logged and responded to in an efficient manner. At Komaza data systems are essential - the ideal candidate will be skilled and meticulous about keeping clean records, monitoring all open cases, and willing to do whatever it takes to get a timely answer back to the field.
What you will do
- Manage effective usage of ticketing system and call center, including training guidelines for call center staff members to ensure consistent and efficient issue resolution.
- Oversee our internal database for collecting all incoming farmer complaints, questions, and other issues.
- Ensure management agreement on solutions and deliver timely communications to farmers to resolve issues
- Inform Communications team and Field Operations department about persistent and/or unresolved issues to ensure resolution and update to materials and systems as needed.
- Generate regular summary reports, identifying all major and outstanding issues for review by Director of Farmer Relations.
- Distribute surveys and collect feedback and satisfaction data from farmers.
- Analyze data and inform field operations and communications development (e.g. for social marketing, training, harvest, etc.).
What you have
- Bachelor’s degree preferred.
- 5+ years of work experience with a proven track record of working with diverse stakeholders to solve problems.
- Proficiency with Microsoft Office (Word, Excel, etc.) and Google Apps (Google sheets, docs, and gmail) required. Familiarity with CRM systems such as Salesforce is a plus.
- Fluency in written and spoken English and Swahili is required. Spoken Kimijikenda is a big plus.
- Passion for Komaza’s mission to lift rural farmers out of poverty through the rapid scaling of our microforestry model
- Strong familiarity with the communities where we plant; you have lived or worked in rural low-income communities
- Supreme organisational, critical thinking, and communications skills with impeccable spoken and written English
You’re also
- Flexible and scrappy with the drive to do whatever necessary to get the job done
- Self-directed and intellectually curious - you know how and when to seek feedback in the pursuit of continuous improvement
- Growth-obsessed with a strong desire for personal development
- A collaborative problem solver who seeks the opinions of other teammates and departments in the development of creative and sustainable systems
What we expect
You are a good fit for Komaza if you want to make a meaningful commitment to this role for a minimum of 2+ years. This role is based at our headquarters in Kilifi, Kenya. The role offers competitive salary and benefits with potential for further career growth.
Deadline for submissions of applications is the 15th February 2017
HOW TO APPLY:
To apply, please follow this LINK
