Jobs at SWVL

Job purpose

To manage the quality of responses given to our customers by the BPO team to customers of SWVL kenya. Ensure the CSAT and Customer rating improves and meets the company set target.

Roles And Responsibilities

Responsibilities and Duties:

• Collaborate with internal teams such as supporting and operational teams and Product Development to design and develop SOP curriculum.
• Notify the Training Department when changes are made on the operational processes and standardize on the SOPs.
• Modify and create training programs and training manuals to meet specific training needs and goals
• Collaborate cross functionally to develop new hire onboarding curriculum
• Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum effectiveness of training program
• Create supporting material/media (audio, video, simulations, role-plays, games Etc.)
• Implement training KPIs and work on trainees' performance.
• Prepare and present reports on training program KPIs.
• Recommend modifications to training manager/ Supervisors based on internal customer feedback
• Review trainer's performance and provide direction for continuous improvement
• Delivers training /coaching for existing trainers
• Works closely with OPS team to assess training needs to keep all materials updated
• Trend analysis and reporting

Requirements –

• Bachelor's Degree
• Experience in contact centers and customer service
• Have strong organizational skills with the ability to multi-task and act with a sense of urgency
• Developed problem solving skills and the ability to focus attention on details
• Proven flexibility in order to manage last minute training requests or changes
• Ability to adhere to call quality and other measured departmental statistics
• Embody the qualities of a reliable, dependent and proactive team member
• Ability to evaluate employees and coach/develop to standard.
• Strong client relationship management.
• Excellent written, verbal communication and organizational skills
• Must be able to work a flexible schedule

go to method of application »

Job purpose

The purpose of this role is to help SWVL build and maintain a strong and consistent brand by creating relevant content. This role will report to the Marketing Manager

Roles And Responsibilities

The areas of responsibility include but are not limited to:Create and distribute marketing copy to advertise our company and products

• Oversee, edit and proofread written pieces before publication
• Create all content on social networks and come up with new contentaccordingly.
• Identify customers' needs and recommend new topics.
• Coordinate with the design team on all designs and illustrations for online andoffline platforms.
• Strategize content pillars and sub pillars.
• Plan a holistic content calendar and content proposition.
• Collaborate with community management teams, brand teams, agencies toimplement the strategy.
• Oversee writing style and tone for all content.
• Develop content governance guidelines for tone, style, and voice of all content,and ensure they are followed.
• Develop editorial strategy, so content is consistent across all deliveryplatforms.
• Conduct periodic content audits. Track and calculate content ROI.
• Ensure that content strategy meets business objectives. Strategize andimprove content delivery and promotion.
• Analyzing content marketing strategy to evaluate whether it's working or not.
   

Qualifications, Experience And Personal Qualities

Excellent copywriting skills. Ability to plan, direct, design, and edit content thatget results.

• Content presentation skills. Ability to determine how content should be
  packaged for new and existing consumers, to induce them to take business actions
• Experience in handling and strategizing marketing campaigns.
• Multitasking and organizational skills, handling several types of projects andpeople regularly.
• Experience with production of marketing assets, end to end ideation as well asexecution including but not limited to digital, print, DVC/TVC and other media.
• Editorial competency – to conduct thorough audits to determine what contentto be kept, edited, rewritten, and more.

The following personal qualities are preferred:

• Excellent copywriting skills. Ability to plan, direct, design, and edit content that
• get results.
• Content presentation skills. Ability to determine how content should be
• packaged for new and existing consumers, to induce them to take business
• actions
• Experience in handling and strategizing marketing campaigns.
• Multitasking and organizational skills, handling several types of projects and
• people regularly.
• Experience with production of marketing assets, end to end ideation as well as
• execution including but not limited to digital, print, DVC/TVC and other media.
• Editorial competency – to conduct thorough audits to determine what content
• to be kept, edited, rewritten, and more.
• Good Analytical abilities to spot patterns and trends in content marketing data.
• Having a keen interest in organizational goals and targets.
• Excellent writing and editing skills in English and Urdu.
• An ability to fact-check long-form content pieces.
• Time-management skills.
• At least three years of experience in marketing-related roles like digital content
• manager, social media manager or content strategist. Proven work experience
• as a Content Creator, Copywriter or similar role.
• BSc in Marketing, Journalism or relevant field.