Our client, an on-demand Courier Service that delivers products ordered through their mobile app, seeks to recruit Call Center Agents who will be a key point of contact between the company and their customers. The main task is to coordinate live rider operations and ensure daily performance against a range of KPIs.
Location Preference: Preferred candidates should be residing along Waiyaki Way.
Primary Responsibilities
Monitor, anticipate, and manage live operations to ensure a great user experience.
Manage real-time fleet capacity.
Lead communication with the fleet for ongoing orders.
Provide structured and actionable daily feedback to operations managers.
Ensure smooth operations by coordinating communication with Live Ops support, clients, couriers, and other operational departments.
Ensure 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 & Competencies
Alignment with company values in both personal and professional life.
Effective English written and verbal communication skills.
Computer proficiency in MS Office, Google Docs, and call center equipment/software programs.
Organized and logical approach, with willingness to adapt quickly to changing policies and procedures.
Ability to work as part of a team in a fast-paced and high-pressure environment, communicating effectively with colleagues and clients.
Ability to efficiently solve problems relating to the local dispatch of orders.
Qualifications & Requirements
Degree/diploma in a Business or Social Sciences related field, or equivalent work experience (6+ months).
Previous call center experience required or at least 1 year of 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 in sales or marketing within a B2B environment.
Knowledge of sales and marketing best practices and tools (e.g., CRM tools).
Swahili or any other local language is an added advantage.
