Call Center Agents-RTO

Primary Responsibilities

• Live Operations Management: Monitor, anticipate, and manage live operations to ensure a high-quality user experience and maintain real-time fleet capacity.
• Communication: Lead communication with the fleet regarding ongoing orders and coordinate with Live Ops support, clients, couriers, and other operational departments to ensure smooth operations.
• Feedback & Reporting: Provide structured and actionable daily feedback to operations managers and maintain accurate logs of all transportation and goods.
• Quality Assurance: Ensure that quality assurance checks are completed and maintained consistently.
• Client Support: Assist clients with product selection and pricing to optimize transportation routes.
• Delivery Monitoring: Monitor deliveries to ensure customer satisfaction and solve problems related to local order dispatch.

Skills and Competencies

• Communication: Effective English written and verbal communication skills; Swahili or other local languages are an advantage.
• Technical Proficiency: Computer proficiency in MS Office (Word, Excel), Google Docs, and call center equipment/software programs, including CRM tools.
• Operational Efficiency: Organized and logical approach with the ability to adapt quickly to changing policies and procedures.
• Teamwork: Ability to work effectively as part of a team in a fast-paced, high-pressure environment.
• Problem-Solving: Ability to efficiently solve problems related to local dispatch and order management.

Qualifications and Experience

• Education: A Degree or Diploma in a Business or Social Sciences related field, or equivalent work experience (6+ months).
• Experience:
  • Previous call center experience is required, or at least 1 year of experience in a similar role.
  • At least 1-2 years of experience in sales or marketing within a B2B environment.
• Residency: Candidates MUST reside along or near Waiyaki Way due to the nature of the work.

How to Apply

Applicants who meet the requirements stated above should send their applications and detailed CVs with a day–time Telephone number to the email address: jobs1@hcsaffiliatesgroup.com. Please indicate 'Call Center Agent' on the Subject line. Candidates MUST indicate their Current and Expected salaries in the application.