• Receive and handle inbound customer calls in a professional and courteous manner
• Respond to customer inquiries about products, orders, and services
• Address customer complaints or concerns and provide appropriate solutions
• Escalate complex issues to the relevant department when necessary
• Record and update customer interactions accurately in the system
• Follow up with customers to ensure issues are resolved
• Meet individual performance and customer service targets

WHAT WE’RE LOOKING FOR:

• Excellent communication and interpersonal skills
• Strong problem-solving and customer handling skills
• Ability to remain calm and professional under pressure
• Basic computer literacy and ability to handle call management systems
• Previous call centre or customer service experience is an added advantage

PRIMARYRESPONSIBILITIES:

• Monitor, anticipate and manage the live operation to ensure a great user experience.
• Manage real-time fleet capacity.
• Lead the communication with the fleet for ongoing orders.
• Give structured and action able daily feedback to the ops managers.
• Ensure a smooth operation by coordinating communication with Live Ops support, clients, couriers, and other operational departments.
• Ensure that quality assurance checks are completed and maintained.
• Assist clients with product selection and pricing to improve transportation routes.
• Monitor deliveries, ensuring customer satisfaction and maintaining accurate logs of all transportation and goods.

SKILLS:

• You are aligned with our company values and enact them both in your personal and professional life
• Effective English written and communication skills
• Computer proficiency in MS Office, G-docs and call center equipment/software programs
• Organized and logical, willing to adapt quickly to changing policies and procedures.
• Must be able to work as part of a team in a fast-paced and pressured environment,
• communicating effectively with both colleagues and clients and following verbal and written instructions.
• Must be able to efficiently solve problemsrelating to dispatch of orders locally.

QUALIFICATIONS:

• Degree/diploma level in a Business or Social Sciences related field, or having equivalent work experience (6 + months).
• Previous call center experience is required or at least 1year experience in a similar role.
• Proficiency in English (Excellent verbal and written communication skills)
• Computer Literacy: Knowledge and Confidence in MS office
• At least 1-2 years’ experience of sales or marketing in a B2B environment
• Sales and marketing best practice / knowledge of current tools (i.e. CRM tools)
• Swahili or any other local language is an advantage

PRIMARYRESPONSIBILITIES:

• Monitor, anticipate and manage the live operation to ensure a great user experience.
• Manage real-time fleet capacity.
• Lead the communication with the fleet for ongoing orders.
• Give structured and action able daily feedback to the ops managers.
• Ensure a smooth operation by coordinating communication with Live Ops support, clients, couriers, and other operational departments.
• Ensure that quality assurance checks are completed and maintained.
• Assist clients with product selection and pricing to improve transportation routes.
• Monitor deliveries, ensuring customer satisfaction and maintaining accurate logs of all transportation and goods.

SKILLS:

• You are aligned with our company values and enact them both in your personal and professional life
• Effective English written and communication skills
• Computer proficiency in MS Office, G-docs and call center equipment/software programs
• Organized and logical, willing to adapt quickly to changing policies and procedures.
• Must be able to work as part of a team in a fast-paced and pressured environment,
• communicating effectively with both colleagues and clients and following verbal and written instructions.
• Must be able to efficiently solve problemsrelating to dispatch of orders locally.

QUALIFICATIONS:

• Degree/diploma level in a Business or Social Sciences related field, or having equivalent work experience (6 + months).
• Previous call center experience is required or at least 1year experience in a similar role.
• Proficiency in English (Excellent verbal and written communication skills)
• Computer Literacy: Knowledge and Confidence in MS office
• At least 1-2 years’ experience of sales or marketing in a B2B environment
• Sales and marketing best practice / knowledge of current tools (i.e. CRM tools)
• Must speak french fluently
• Swahili or any other local language is an advantage
• The position ideally seeks individuals residing along WAIYAKI WAY due to the nature of work.