Farmers Call Center Operator

Bachelor's Degree   Kabul, Afghanistan Full Time 1824
Date Posted:Nov 3, 2018
Reference:MAIL/OFWMP/133
Closing Date:Nov 15, 2018
Work Type:Full Time
Number of Vacancies:1
Gender:Female
Functional Area:Agriculture
Nationality:Afghan
Salary Range:As per NTA salary scale policy
Years of Experience:3 Years
Contract Duration:Open Ended
Extension Possibility:No
Contract Type:Fixed-term
Probation Period:3 months
Required Languages:96,90,66

About MAIL/OFWMP:

The Ministry of Agriculture, Irrigation and Livestock is implementing “On Farm Water Management (OFWM)” Project, financed by the Afghanistan Reconstruction Trust Fund (ARTF), in five (5) regions, namely: Kabul, Nangarhar (Jalalabad), Balkh (Mazar-i-Sharif), Baghlan and Heart. The overall development objective (PDO) of the OFWM-Project is to improve agricultural productivity in the Project Areas by enhancing the efficiency of water used. A Kabul-based Project Management Unit (PMU) headed by the Project Manager, with the assistance of Core Team of Specialists, is responsible for execution of the project. Five Area Teams: one each in Kabul, Nangarhar (Jalalabad), Mazar-i-Sharif (Balkh), Bamyan and Heart, have been established for implementation of field activities. The project started its implementation from March, 2011 for a period of 3 years and is being monitored by Worlds Bank. The project closing date has recently been extended up to April 2016. The project has received additional fund from the World Bank (the Bank) and the period of the OFWMP has been extended to December 2019.

Job Summary:

The Project consists of the following parts:
Part A: On-Farm Water Management
1. Carrying out social mobilization for the establishment of Irrigation Associations (IAs) in the Project Areas, including, inter alia, the provision of: (a) training to communities in organization and management of IAs; (b) facilitation services for communities to develop the IAs’ internal legal rules and regulations (by-laws); (c) assistance to IAs in order for them to be registered under the Water Law (1388); and (d) technical training to IAs regarding water distribution, maintenance of irrigation infrastructure, irrigation methods, water-saving techniques, crop-water requirements, and good agronomic practices.
2. (a) Carrying out rehabilitation works to small irrigation schemes or tertiary canals (watercourses) covering approximately 40,000 hectares in total in the Project Areas, including, inter alia: (a) rehabilitation of existing intakes, (b) canal lining; (c) construction of control structures and outlets; (d) construction of, culverts, laundry basins and cattle troughs; and
(b) Improving design standards and strengthening the private sector’s capacity for contract management and construction techniques.
3. Establishing easily accessible pilot irrigation demonstration sites in the Project Areas to showcase improved water management practices/technology and agronomic water saving techniques/measures, as well as proper farm planning and layout for an efficient use of irrigation water.
Part B: Institutional Strengthening and Capacity Building of MAIL
Developing the institutional capacity of MAIL to plan, design, implement and monitor irrigation programs, including, inter alia: (a) construction and/or renovation of office buildings, one each in Kabul, Jalalabad, Baghlan, Mazar-e-Sharif and Herat, respectively for MAIL and Project staff; (b) strengthening of MAIL’s Directorate of Irrigation at national, provincial and district levels; (c) strengthening the legal framework for the irrigation sector, (d) developing a national irrigation program, (e) undertaking of technical training in the irrigation sector including study tours transferring on-farm water management know-how; and (f) developing a database covering irrigation systems throughout the country.
Part C: Project Management, Coordination, Monitoring & Evaluation
Strengthening the institutional capacity of MAIL for Project implementation, policy development, and technical innovation, monitoring and evaluation, by establishing and maintaining a Project Implementation Unit comprised of a Kabul-based core team, five (5) Project Area Teams and internationally recruited experts.
Part D: Support for Productivity Enhancement
1. Establishing easily accessible pilot irrigation demonstration sites in the Project Area to showcase improved water management practices/technology and agronomic water saving techniques/measures, improved agronomic and social management practices, as well as proper farm planning and layout for an efficient use of irrigation water.
2. Promoting land leveling and high-efficiency irrigation technologies in the Project Area.
3. Establishing Information Centers for farmers at the provincial and district level in the Project Area.

Skills Required:

Not available

Provinces to travel:

Skills Description:

Duties & Responsibilities:

The responsibilities of the Farmers Call Center Operator would include but not limited to the followings:

Answer to Customers (farmers) Calls i.e. should be able to answer to customer queries, provide information regarding Agricultural (Livestock, Irrigation, Plant Protection) products and services as well as any other general Agricultural information according to customer needs.

In case a farmer problem is not solved during the call conversation, agent must create Trouble Ticket System (TTS) to be escalated to concern person and/or department/section.

Handle customer inquiries both telephonically and by email.

Research required information using available resources.

Manage and resolve customer complaints.

Enter new customer information into system.

Update existing customer information.

Identify and escalate priority issues.

Route calls to appropriate resource and Agricultural Experts.

Follow up Farmers calls where necessary.

Document all call information according to standard operating procedures.

Complete call logs.

Call reporting to the FCC Management.

Other relevant activities assigned by supervisor/ project from time to time.

Job Location:

Afghanistan, Kabul

Qualifications:


Minimum Bachelor degree in the field of agriculture.

Minimum of 3 year experience in the field of agriculture extension

Excellent IT skill

Ability to work as part of a team.

Excellent communication skills in English, Dari and Pashto.

Knowledge of MS Office.

Flexibility in shifts (Except Female Candidates)

Job Keywords:

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