Call Centre Agent

JOB DESCRIPTION

Position: Call Center Agent (Multiple Positions)

Location: Uganda

Engagement:                         3 months with possibility of extension

Preferred start date: As soon as possible

About Pula: 

Pula Advisors is a global agricultural data and insurtech firm specializing in large-scale farmer registration systems, geospatial mapping, agricultural traceability platforms, climate risk analytics, and risk mitigation solutions. Since 2015, PULA has supported over 22 million smallholder farmers across 19 countries in Africa and Asia, delivering digital agricultural infrastructure, large-scale field operations, and data-driven agricultural solutions. Pula is a for-profit company and has raised over $45 million from leading venture and institutional investors, as well as developed philanthropic relationships with private foundations and bilateral donors such as the Bill & Melinda Gates Foundation and the German Insure Resilience Solutions Fund that have accelerated investments in our target markets. Pula is proudly fast-paced, constantly learning from the challenges we face and overcome. We are proudly culturally diverse but united in our ambition of continuous high performance. By challenging ourselves, we believe that we can overcome the tough problems we love solving.

At Pula, our culture is defined by our: 

• Obsession with results: We are responsible for our future, and therefore we get things done!
• Ability to connect the dots: We continuously identify different customer needs & business problems and build solutions that deliver value.
• Our can-do Attitude: We dare to do things differently to make things work.
• Ability to have each other's back: We look out for each other & we share high-quality, timely feedback that makes us better.

About the Role

Pula is seeking experienced, motivated and energetic  personnel to fill in a Vacant position of Call Center Agent to be based in Kampala.. This is a challenging and equally rewarding role that requires a results-oriented person with a positive attitude, excellent organization, customer service and communication skills. The candidate will be required to perform the following duties:

What you will be doing:

• Conduct outbound calls to verify farmer details, eligibility, availability and willingness to participate in the programme.
• Obtain and document informed consent and support the onboarding of eligible farmers into the programme.
• Accurately capture and submit farmer responses through the approved digital system, ensuring completeness and data quality.
• Conduct follow-up telephone surveys to assess farmer experience, service uptake and changes in farm and livelihood outcomes.
• Follow up on unreachable, incomplete or inconsistent records and escalate issues requiring further review.
• Meet agreed productivity and data quality targets, and provide regular updates on progress, challenges and outstanding cases

Who you are:

Required Qualifications, knowledge and competencies. 

• Diploma or Degree in Customer Service, Business Management, Marketing, Communications, Social Sciences or a related field.
• Previous experience in a Call Centre, Customer Service or telephone-based survey role will be highly preferred.
• Excellent verbal communication and interpersonal skills, with the ability to engage respondents professionally and clearly over the phone.
• Strong data handling skills, including accurate data capture, attention to detail and the ability to identify incomplete or inconsistent information.
• Good organizational, multitasking and time management skills, with the ability to work effectively in a target-driven environment.
• Strong problem-solving skills and confidence using digital systems, Call Centre platforms or data collection tools.