• 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.

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 problems relating 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
• The position ideally seeks individuals residing along WAIYAKI WAY due to the nature of work.