Call Center Agents at HCS Africa

Our client, an on-demand Courier Service that delivers products ordered through their mobile app seeks to recruit a Call Center Agent. He/she’s main task is to coordinate live rider operations and ensure daily performance against a range of KPIs.

Location: Nairobi

Key Responsibilities

• 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 actionable 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. 

Requirements

1. Diploma or Bachelor’s or equivalent training and/or least 6 months related experience preferred
2. Strong listening and communication skills.
3. Previous call center experience is required or at least 1year experience in a similar role.
4. Preferably residing along Waiyaki Way.
5. You are aligned with our company values and enact them both in your personal and professional life
6. Effective English written and communication skills
7. Computer proficiency in MS Office, G-docs and call center equipment/software programs
8. Organized and logical, willing to adapt quickly to changing policies and procedures.
9. Must be able to work as part of a team in a fast-paced and pressured environment,
10. Communicating effectively with both colleagues and clients and following verbal and written instructions.
11. Must be able to efficiently solve problems Relating to dispatch of orders locally