Our client, an on-demand Courier Service that delivers products ordered through their mobile app, is seeking to recruit Call Center Agents who will act as a primary point of contact between the company and their customers. The successful candidates will be responsible for coordinating live rider operations and ensuring daily performance meets set KPIs. This role requires individuals who are highly organized and capable of managing real-time logistics in a fast-paced environment.
Primary Responsibilities
Live Operations Management: Monitor, anticipate, and manage live operations to ensure a seamless and high-quality user experience.
Courier Communication: Lead communications with the delivery fleet regarding ongoing orders and operational updates.
Performance Feedback: Provide structured and actionable daily feedback to operations managers to improve service delivery.
Inter-departmental Coordination: Ensure smooth operations by coordinating between Live Ops support, clients, couriers, and other operational departments.
Quality Assurance: Conduct and maintain regular quality assurance checks.
Client Assistance: Help clients with product selection and pricing to optimize transportation routes.
Delivery Monitoring: Monitor all deliveries to ensure customer satisfaction and maintain accurate logs of all transportation and goods.
Skills and Competencies
Communication: Effective English written and verbal communication skills; Swahili or other local languages are an added advantage.
Technical Proficiency: Competence in MS Office, Google Docs, and call center equipment/software programs.
Problem Solving: Ability to efficiently solve problems relating to local order dispatch.
Adaptability: Organized and logical, with the ability to adapt quickly to changing policies and procedures.
Teamwork: Ability to work effectively as part of a team in a high-pressure environment.
Values: Alignment with company values in both personal and professional conduct.
Qualifications and Experience
Education: Degree or Diploma in Business, Social Sciences, or a related field.
Experience:
Minimum of 1 year of experience in a similar role or previous call center experience.
At least 1-2 years of experience in sales or marketing within a B2B environment.
Knowledge of sales and marketing best practices and CRM tools.
Geography: Preference for candidates residing along Waiyaki Way due to the nature of the work.
How to Apply
Applicants who meet the requirements should send their application and detailed CV, including a daytime telephone number, to: jobs1@hcsaffiliatesgroup.com.
Important Instructions:
Indicate 'Call Center Agent (RTO) - [Your Location]' in the Subject line.
Candidates MUST indicate their Current and Expected salaries in the application.
How to Apply
Applicants who meet the requirements stated above should send their applications and detailed CVs with a daytime telephone number to the email address: jobs1@hcsaffiliatesgroup.com.
Required Instructions:
Indicate Call Center Agent (RTO) on the Subject line along with your location.
Candidates MUST indicate their Current and Expected salaries.
