Job Openings at Sokowatch

Reports to; Customer Care Team Lead

We seek to employ a highly qualified and motivated Customer Care Agent who will be responsible for providing personalized customer service by responding to the needs of customers, driving product volumes and profit growth in the key retail chains as well as manage customer relationships, documenting and reporting on customer feedback in order to improve the customer experience.

Responsibilities;

• Drive revenue and customer retention through customer relationship management
• Assist the delivery agents in customer order generation, as well as customer experience management.
• Help our customers navigate both our product portfolio and services
• Follow up on leads and prospects to close on the sale
• Drive customer satisfaction, through effectively solving customer complaints
• Responding promptly to customer inquiries through various channels.
• Maintaining a positive, empathetic and professional attitude toward customers at all times

Qulifications;

• 2-3 years of experience in handling customers
• Diploma in customer service, communications, marketing or a related field
• Comfortable moving into the field as need arises
• Sales skills ie able to pitch a sale,up-selling and cross-selling
• Great Communication skills
• Ability to build relationships
• Customer-centric individual
• Proven track record in a call center
• Excellent negotiation skills
• Good organizational and time management skills
• Attention to detail
• Ability to develop in-depth knowledge about products and markets.
• Ability to work under minimal supervision
• Good business sense and professional manner.
• Ready to start work as soon as possible

go to method of application »

Do you value autonomy and live to work on open source and edge technologies? Have you deployed full apps end-to-end with major involvement in these areas? Do you enjoy leading full-stack project-based development that involves front-end, back-end, deployment and analytics? Do you have a growing set of tools that gets you there faster with less bespoke code written? We're looking for you.

Sokowatch is seeking an experienced full-stack engineer with brilliant DevOps and scripting experience to help teams take their ideas through product discovery to Version 1, and beyond.

Duties & Responsibilities:

• Advise innovation & engineering teams by researching, identifying & implementing internal APIs from external open-source projects and academic papers
• Build automation scripts and live-data prototypes with great documentation to accelerate the product discovery cycle, following DRY principles.
• Manage, document and test the integrity of the information flowing between API clients and the main Sokowatch system
• Write technical specifications or implement automation via scripting through Notebooks, Google Apps Scripts or independent scripting tools for internal teams as part of the product building cycle
• Assist with troubleshooting, refactoring and micro-services planning for handover to the Core Engineering team after incubation of the products

Requirements:

• Demonstrable experience building platforms end-to-end and methodologies on how to go from zero to very usable in compelling time frames.
• Lives by these 3 principles: Don't reinvent the wheel. Don't repeat yourself. Everything with a cycle can and should be automated.
• Full-stack experience: front-end, back-end, DevOps, scripting.
• Ability to research, identify, implement and troubleshoot open-source platforms.
• Docker for deployment to allow working with platforms in new programming languages.
• Ability to troubleshoot code in top programming languages, specifically Ruby, Python, Javascript.
• Epic communication skills and empathy for users, junior engineers and product teams.
• Passion and drive for solving problems.
• Creative thinking skills with an emphasis on developing innovative solutions that leapfrog complex problems that may not have one clear answer.
• Naturally curious and constantly improving.

Innovation Engineering Principles

• We build for the root problems we observe and validate, not the symptomatic problems we hear.
• We build inclusive technology solutions for the mass market that deliver simple, high-quality experiences to underserved users and drive large user numbers for our clients.
• We anticipate “the user” and their nuances because we have built inclusive platforms at scale, saving product discovery resources.
• We find validation in the engagement and usability of our platforms.
• We give the highest ROI when building and improving technology.
• We build for ambitious and new visions and take ethical shortcuts where possible because we're innovating e.g MPesa self-limiting their wallet to 70k and moving faster than the regulator.
• We drive influence through value, not authority.
• We use our experience with users to ensure that our support teams (PMs and researchers) are only managing edge assumptions.
• We drive our ambitious agenda and make users fit into our vision for them, but also clearly see and pivot when we find roadblocks.
• We prefer honesty over tact.
• We share knowledge and are self-motivated to automate menial tasks for our clients that would give them more time to support the technology we're building together.
• We anticipate and accelerate features that will be required despite assumptions and pivots e.g. logging in, analytics, hosting, etc.
• Our prototypes are good for 50,000 - 100,000 users where we ignore computation costs to drive momentum and refactor & improve with more traffic.
• We chase for the novelty (“Wow”, “God bless you”, …) moments from our users more than we chase the basic “Aha” moment or 100% bug-free platforms to ensure our users are motivated to use our platforms while we build fast and break things quickly.

go to method of application »

Sokowatch is looking for a Ruby on Rails developer responsible for managing the interchange of data between the server and the users. Their primary focus will be development of all server-side logic, definition and maintenance of the central database, and ensuring high performance and responsiveness to requests from the front-end. They will also be responsible for integrating the front-end elements built by their co-workers into the application. Therefore, a basic understanding of front-end technologies is necessary as well.

Requirements:

The successful candidate will possess:

• 2+ years Experience with Ruby on Rails, along with other common libraries such as RSpec and Resque
• Good understanding of the syntax of Ruby and its nuances
• Solid understanding of object-oriented programming
• Basic understanding of front-end technologies, such as JavaScript, HTML5, and CSS3
• Familiarity with concepts of MVC, Mocking, ORM, and RESTful
• A knack for writing clean, readable Ruby code
• Ability to integrate multiple data sources and databases into one system
• Understanding of fundamental design principles behind a scalable application
• Able to create database schemas that represent and support business processes
• Able to implement automated testing platforms and unit tests
• Proficient understanding of code versioning tools like GIT
• Familiarity with development aiding tools such as Bundler, Rake, etc
• Familiarity with continuous integration
• Critical thinking and problem-solving skills
• Team-first attitude
• Good time-management skills
• Great interpersonal and communication skills

Duties & Responsibilities:

• Design, build, and maintain efficient, reusable, and reliable Ruby code
• Research, analyze, and develop product features of increasingly complex nature
• Code tested and documented Ruby on Rails code
• Make design and technical decisions for Rails projects.
• Develop application code and unit testing in Rest Web Services and Ruby technologies for the Application Development Centre.
• Help maintain code quality, organization and automatization
• Identify bottlenecks and bugs, and devise solutions to these problems
• Integration of data storage solutions
• Ensure high performance of all systems developed
• Time management and self-organization