Farmers Call Center Operator

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:

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.