Call Centre Agent at HCS Affiliates Group

 Call Center Agent

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

• Diploma or Bachelor’s or equivalent training and/or least 6 months related experience preferred
•  Strong listening and communication skills.
• Previous call center experience is required or at least 1year experience in a similar role.
• Preferably residing along Waiyaki Way.
• 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