Customer Support Associate at BasiGo

About BasiGo:

BasiGo is a pioneering e-mobility start-up headquartered in Nairobi, Kenya, with operations in Rwanda, driving a transformation in Africa’s public transportation. We’re providing electric buses as a sustainable, cost-effective alternative to diesel options, reshaping mobility for a greener future. At the heart of BasiGo’s innovation is our Pay-As-You-Drive model, making electric bus ownership and operation accessible and affordable for private sector operators across Africa.

About the role: 

• We are looking for Customer Support Associates to assist our customers with technical problems  when using our products and services. 
• Customer Support Specialist responsibilities include resolving customer queries,  recommending solutions and guiding product users through features and functionalities
• To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. 
• You should also be familiar with help desk software. 
• Ultimately, you will help establish our reputation as a company that offers excellent customer  support during all sales and after-sales procedures.

You might like this job if: 

• You have a desire to provide legendary customer experiences to our customers
• You’re able to think on your feet and create systems, policies and processes that support scale
• You’re ambitious, quick to learn new skills, and like to multitask.
• You want to create a cleaner, safer, and technologically advanced future for African cities.

Key Responsibilities: 

• Respond to customer queries in a timely and accurate way, via phone, email or chat
  Identify customer needs and help customers use specific features 
• Analyze and report product malfunctions (for example, by testing different scenarios or  impersonating users) 
• Update our internal databases with information about technical issues and useful discussions  with customers 
• Monitor customer complaints on social media and reach out to provide assistance
  Share feature requests and effective work arounds with team members 
• Inform customers about new features and functionalities 
• Follow up with customers to ensure their technical issues are resolved 
• Gather customer feedback and share with our Product, Sales and Marketing team
• Assist in training junior Customer Support Representatives during onboarding
• Act as 1st line of support 
• Log all calls and chats through our CRM tools.
• Preparing reports detailing bus booking activity or other relevant information related to reservations and various bus experiences + malfunctions.
• Maintaining customer records such as contact information, travel history, and preferences
• Resolve issues in a timely manner
• Log cases and escalate where necessary.
• Availability to rotate shifts (morning, afternoon and night 24hrs clock-shift)
• Communicate with the stakeholders regarding the bus problems, booking problems on Jani , and any possible delays.

Requirements and skills

Our ideal candidate would have:

Education & Experience:

• Diploma in Customer Relationship Management or related course, Degree will be an added advantage.
• Experience as a Customer Support Specialist or similar CS role
   in a call center set-up
• Familiarity with our industry is a plus 
• Experience using help desk software and remote support tools 
• Proficiency with spreadsheets, databases. Additional knowledge and understanding of how CRM systems work 
• Multi-tasking abilities 
• Patience when handling tough cases
• Quality assurance experience is an added plus 
• Proficiency Zendesk and/or Intercom or CRM (customer service tools).
•  Meets strict deadlines

Skills & Attitude

• High proficiency in Microsoft Office, with emphasis on advanced skills in Excel
• Very good knowledge of PowerPoint
• Excellent interpersonal and communication skills
• Excellent problem-solving skills 
• Fluent in Kiswahili and English  
• Detail-oriented and positive attitude
• Strong analytical, organizational, and time management skills
• Good listening and reasoning skills 
• Proactive, confident, energetic and able to work under pressure with a positive attitude and use  good organization skills 
• Excellent interpersonal skills. 
• Good decision-making skills