Fresher Customer Service Jobs - Follow Up-Field Officer at GiveDirectly

Job Title: Follow Up-Field Officer (Fresher Customer Service Jobs)                        
Organization: GiveDirectly
Reports to: Associate Field Manager                                          
Duty Station: Kampala, Uganda

About Us:
GiveDirectly is an international non-profit organization that currently operating in Kenya and Uganda that aims to help people living in extreme poverty by making unconditional cash transfers to them via mobile phone. GiveDirectly is driving a re-evaluation of the norms underlying international philanthropy with a provocative model: We deliver donations directly to the extreme poor and let them decide what to do with them. This approach builds on two converging trends: the rapid spread of electronic last-mile payments solutions in emerging markets, and the large body of experimental evidence showing that direct transfers are as or more cost-effective at reducing poverty than traditional, top-down approaches.  GiveDirectly’s field operations utilize state-of-the-art technologies and business processes to deliver transfers securely, efficiently, and transparently.

Job Summary: The Follow up Field Officer is the front-line of interaction with recipients after they have received their transfers. They answer the hotline and resolve recipient’s questions and problems, and call recipients to administer follow up surveys, collecting data for the improvement of the program. The Field Officer will play a critical day-to-day role in delivering Give Directly’s gold-standard cash transfer product to donors and recipients.

Key Duties and Responsibilities:   The Follow Up Field Officer responsibilities include, but are not limited to, the following duties:
  • Follow up surveys: call (and sometimes visit) recipients to administer surveys over the phone, to collect data used to improve the program and uncover any recipient problems.
  • Hotline calls: answer the phone as recipients call in with questions or concerns, answering their questions and escalating any problems as necessary.
  • Registration problem resolution: call the recipients who have not registered with MTN-mobile money or who have registered with the wrong name(s), and advise them on how to register.
  • Adverse Events Resolution: assist / advise recipients who have reported problems related to the program.
  • The Follow Up Field Officer may participate in these activities to varying degrees depending on the organization’s needs.
  • The Follow Up Field Officer may be rotated through these responsibilities in order to foster professional development and growth.
Qualifications, Skills and Experience:  
  • The applicant should at least hold an A’ Level certificate or Diploma, but a degree in a relevant field will be an added advantage
  • One to two years’ experience in the field with preference to vulnerable communities
  • Demonstrated ability to conduct and support recipient surveys and associated processes.
  • Computer and mobile device data entry knowledge and skills and good typing skills.
  • Excellent communication skills and the ability to represent the organization effectively to external parties.
  • Demonstrated ability to exercise patience and good judgment in resolving recipient problems
  • Particularly skilled with interpersonal skills with high empathy, honesty, and integrity
  • Ability to work in and within teams
  • Possess high-quality problem solving, work ethic and a strong commitment to GiveDirectly’s mission and model.
  • Good time-management skills
  • Possess work/language proficiency in English and Ateso.

How to Apply:
All suitably qualified and interested candidates are encouraged to apply online at the web link below.


Deadline: Rolling (Open until filled)

NB: Applicants are encouraged to apply early, as applications will be reviewed on a ROLLING BASIS. GiveDirectly does not request for any form of payment from an applicant.

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