The Rwanda Agriculture and Animal Resources Development Board (RAB) invites qualified and experienced candidates to apply for the position of Call Centre Officer. This opportunity is ideal for professionals who are passionate about customer service, communication, and supporting agricultural development initiatives through effective call center operations.REGISTER NOW for new programs at MK SCHOLARS

The selected candidates will work under the supervision of the Cross-Cutting Program Manager and play a key role in managing customer interactions, improving service delivery, and supporting stakeholders through effective communication and coordination. A total of two (2) positions are available.

ELIGIBILITY CRITERIA
Applicants must meet the following requirements:

·        Bachelor’s Degree in one of the following fields:

o   Public Administration

o   Communication

o   Journalism

o   Public Relations

o   Office Management

o   Political Sciences

o   International Development

o   Social Sciences

o   Hospitality Management

o   Arts

o   Journalism & Communication

·        Minimum of three (3) years of relevant working experience.

AVAILABLE POSITIONS

·        Job Title: Call Centre Officer

·        Institution: Rwanda Agriculture and Animal Resources Development Board (RAB)

·        Number of Posts: 2

·        Reporting To: Cross-Cutting Program Manager

DUTIES AND RESPONSIBILITIES
The Call Centre Officer will be responsible for:

·        Coordinating and liaising with project managers to ensure effective call center activities.

·        Managing customer service operations as the first point of contact for clients.

·        Developing, tracking, and reporting key performance indicators for call center operations.

·        Designing and implementing processes and procedures to improve operational efficiency.

·        Establishing strong customer relationships by providing prompt, accurate, and friendly service.

·        Overseeing cross-functional work areas to resolve customer issues.

·        Managing project helpline services including outbound and inbound calls.

·        Preparing daily user trend statistics and monthly incident tracking reports.

·        Participating in team programs and activities.

·        Visiting outreach points to understand customer concerns and needs.

·        Organizing fortnightly stakeholder meetings to review progress, discuss challenges, and recommend improvements.

·        Submitting fortnightly progress reports and minutes from review meetings.

REQUIRED DOCUMENTS
Applicants should prepare standard job application documents, which typically include:

·        Updated Curriculum Vitae (CV)

·        Academic degree certificate(s)

·        Proof of relevant work experience

·        Identification documents (as required by the application system)

APPLICATION PROCEDURES
Candidates will be required to undergo the following assessment stages:

1.     Psychometric Test

2.     Written Examination

3.     Oral Interview

Psychometric tests will assess competencies in:

·        Critical thinking

·        Problem solving

·        Decision making

·        Analytical skills

·        Time management

·        Communication skills

·        Attention, concentration, and processing speed

·        Behavioral traits such as empathy, patience, adaptability, and teamwork

Required languages for assessment:

·        Kinyarwanda

·        English

·        French

Key competencies expected:

·        Strong decision-making ability

·        Confidentiality and ethical conduct

·        Teamwork and flexibility

·        Ability to work under minimal supervision

·        Effective communication and active listening

·        Conflict resolution and adaptability

·        Cross-cultural communication and persuasion skills

 Interested applicants must open the application link at the bottom of this page to start their application.

APPLICATION DEADLINE
February 17, 2026.