Customer Engagement Officer Full Time

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.

The Malawi program, established in 2013, serves over 500,000 farmers, providing quality farm supplies and training through our “Core” program, and distributing a range of different tree species through our Agroforestry program which utilizes local nurseries situated close to farmers. Headquartered in Zomba, we operate in two distinct regions of Malawi, the densely-populated Southern region focused on staple crops and the breadbasket Central region with its rich legume and cash crop farming history. To learn more about our work, look at our Malawi program blog.

About the Role

As a CE Officer-Outbound, you will play a key role in implementing initiatives driven by our outbound sub-team. These include conducting follow-up calls from the inbound hotline, administering surveys, and supporting temporary call center operations. You will be an integral part of the customer engagement function and will contribute to improving the client experience across our service lines.

You will be reporting to the Customer Engagement & Experience Coordinator

Responsibilities

Outbound Engagement (50%)

• You will conduct outbound calls and surveys on behalf of Global, Business Operations, and other departments.
• You will follow up on 100% of missed or abandoned inbound calls across key hotline queues.
• You will accurately log call outcomes and responses in designated trackers (both qualitative and categorical).
• Create Zendesk tickets for 100% of follow-up interactions.

Inbound Support (30%)

• You will provide real-time support to all stakeholders, respond to incoming client calls, and log all queries in Zendesk.
• Collaborate with internal departments to resolve complex queries when immediate answers are unavailable

SMS Communication (10%)

• Review and quality-check SMS blast requests submitted via the support portal.
• Prepare and execute SMS campaigns using platforms such as Airtel/TNM BMS, SMS Leopard, and Infobip.
• Report on campaign performance through the support request portal.

Reporting and Data Insights (10%)

• Draft concise hotline reports to update partners and internal stakeholders.
• Conduct light data analysis on hotline data to surface insights that support operational decision-making.
• Present findings occasionally in team or field meetings.

Career Growth and Development

We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

• Diploma in a business-related discipline.
• 1+ years of experience in customer-facing roles in a customer engagement or account management capacity.
• Prior call center experience is an added advantage.
• Strong verbal communication skills in both English and Chichewa.
• Experience documenting customer issues in detail, especially in data logging and escalation procedures.
• Strong understanding of customer behavior and preferences.
• Experience with CRM/help desk software and Google Suite Start Date

Preferred Start Date

As soon as possible

Job Location

Zomba, Malawi

Benefits

Health insurance, paid time off

Eligibility

This role is only open to citizens or permanent residents of Malawi.

Application Deadline

14 October 2025. Please note that we hire on a rolling basis which means that applications are reviewed and processed on a continuous basis until a hire is made.

One Acre Fund never asks candidates to pay any money or pay for tests at any stage of the interview process. Official One Acre Fund emails will always arrive from an @oneacrefund.org address. Please report any suspicious communication here ([email protected]), but do not send applications or application materials to this email address.

Diversity, Equity, Inclusion (DEI), and anti-racism are deeply connected to our organization’s mission and purpose. One Acre Fund aspires to build a culture where all staff feel consistently valued, represented, and connected – so that our team can thrive as professionals, and achieve exceptional impact for the farmers we serve.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression. We are proud to be an equal opportunity workplace.

Tagged as: Malawi, One Acre Fund