Latest Recruitment at Bridge Talent Management

We are seeking a dedicated and empathetic Customer Service Executive to join our team and provide exceptional support to our riders and drivers. This individual will be the first point of contact for customers experiencing issues or needing assistance via both chat and phone calls. You will play a key role in ensuring that customer concerns are addressed promptly and professionally, providing solutions that enhance the overall user experience on our ride-hailing platform.

Key Responsibilities

• Provide timely and effective customer support via chat, phone, and other communication channels, ensuring a high standard of service.
• Address and resolve customer complaints, concerns, and inquiries related to rides, payment issues, driver performance, app functionality, and other service-related topics.
• Guide customers through troubleshooting steps for app-related problems, ensuring they can use the service with minimal disruption.
• Take ownership of customer issues, ensuring timely follow-up and resolution, escalating when necessary to senior support, operational, or technical teams.
• Act as a liaison between customers and various internal teams (e.g., driver support, technical support) to address complex concerns.
• Maintain a professional, calm, and empathetic demeanor in all customer interactions, ensuring a positive experience even in challenging situations.
• Handle multiple customer inquiries simultaneously while maintaining a high level of attention to detail and accuracy.
• Record and document customer interactions in the CRM system, tracking complaints, resolutions, and feedback.
• Provide feedback to the product and operations teams to improve the overall customer experience and address recurring issues.
• Ensure adherence to company policies, legal requirements, and privacy standards in all customer interactions.
• Monitor customer satisfaction through surveys and follow-ups, aiming to improve service quality continuously.
• Perform any other tasks assigned by the company as needed.

Requirements

Skills & Qualifications

• Proven experience in customer service, particularly in handling complaints and resolving issues via chat and phone.
• Excellent communication skills, both verbal and written, with the ability to articulate solutions clearly and empathically.
• Strong problem-solving abilities and the capability to remain calm under pressure.
• Ability to handle challenging and irate customers with professionalism and patience.
• Familiarity with customer service software, CRM systems, or ticketing platforms is a plus.
• Knowledge of the ride-hailing industry and its common challenges is advantageous.
• Strong multitasking skills, with the ability to manage multiple customer queries simultaneously.
• Team-oriented and capable of working in a fast-paced, dynamic environment.

Preferred Qualifications

• Experience in a customer-facing role in the tech, transportation, or ride-hailing sectors.
• Understanding of conflict resolution techniques and customer service best practices.
• Experience working in a high-volume customer support environment.
• Fluent in both Kiswahili and English, with strong written and verbal communication skills.

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The Porter is responsible for providing a warm welcome and excellent service to guests upon arrival and throughout their stay. The role involves assisting with luggage handling, guiding guests around the hotel, ensuring smooth check-ins/outs, and offering support to maintain guest satisfaction and comfort.

Key Responsibilities

• Address guest complaints and resolve issues efficiently and professionally.
• Greet guests courteously upon arrival and departure.
• Assist guests with carrying, storing, and retrieving luggage.
• Escort guests to their rooms, explain room facilities, and provide hotel information
• Respond promptly to guest requests and inquiries, ensuring satisfaction.
• Assist in arranging transportation, providing directions, or suggesting local attractions when required.
• Ensure the lobby and entrance areas are always clean, tidy, and presentable.
• Safely handle and store guest luggage in the designated luggage room.
• Assist with guest check-in/check-out procedures when necessary.
• Support concierge and front office staff with guest-related tasks.
• Handle luggage and equipment carefully to avoid damage or injury.
• Report any maintenance issues, safety hazards, or suspicious activities immediately.
• Follow hotel safety and security protocols at all times.
•  Maintain a professional appearance and wear the assigned uniform neatly.
• Demonstrate excellent communication and interpersonal skills.
•  Uphold the hotel’s values by delivering high-quality, courteous, and professional service.

Requirements

• O level Certificate. 
• Certificate in the front office and housekeeping training an added advantage 
• 2 years experience in a related function 
• physical fitness