Openings at Amitruck

Job Purpose 

The Customer Experience Lead will be responsible for the identification and development of all culture, process, and performance improvements and efficiencies for the customer and for leading and developing a team, who typically delivers customer interactions across multiple channels. The role holder's primary objective is driving the vision for consistency in customer support standards. They shall be accountable for shaping and delivering the business’s consumer service propositions in order to drive the overall performance of Amitruck.

Job Responsibilities 

Drive Amitruck’s strategy and approach to customer experience

• Be the chief customer experience champion at Amitruck
• Identify, design, and implement strategic opportunities to enhance the customer experience for Amitruck’s stakeholders (customers and trucking partners)
• Identify, design, and implement strategic opportunities to share customer experience insights with Amitruck’s stakeholders (customers and trucking partners) with the Amitruck team
• Identify, recommend, or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Draft and implement the department’s budget - ensuring the needs of the department are correctly prioritized.

Ensure Amitruck’s customer service processes are outlined, followed, and measured 

• Develop, update, implement and manage all customer support operations policies, procedures, standards, and strategies
• Implement and maintain business continuity processes for all customer support services
• Manage the periodic reporting and analysis of all customer support issues with stakeholders and share weekly insights to support decision making
• Measure the effectiveness of all customer service approaches and initiatives primarily through conducting consumer surveys and analysis of recorded support agent to consumer correspondence.
• Ensure all customer complaints are addressed adequately and within the agreed Service Level Agreements and continuously improve on complaint resolution times and mechanisms
• Orchestrates continuous improvement of the customer experience through the formulation or constant improvement of the approaches and strategies applied by the team.
• Ensure data confidentiality is maintained for all data handled by the customer experience team.

Manage Amitruck’s customer service team 

• Strategically lead and develop a customer-centric team to enhance performance by setting clear accountable performance measures.
• Supervise, Recruit, Coach, mentor, and appraise the performance of the customer experience team.
• Develop and implement training and quality assurance programs for new hires and experienced employees.
• Ensure all channels of customer support are optimally staffed and all necessary resources are available for optimal performance as per budgets
• Ensure quality assurance within the customer support team in all customer support channels
• Manage outsourced staff in a call center (if any) and ensure optimal balance between outsourced and in-house staff for call center operations.
• Ensure Amitruck’s customer experience strategy and practices are properly aligned with other stakeholders (internal and external).
• Any other duties as assigned by the Head of operations.

Educational Qualifications, Knowledge & Experience

• Relevant bachelor's degree qualification (ideally with customer service qualifications)
• Minimum of 5 years and proven experience within a challenging commercial customer support environment of which 2 years should be at the managing supervisory level
• Experience in building and supporting multi-channel customer support (ideally in a company with operations in multiple countries)
• Experience working with customer support management systems; CRM and ticketing systems is essential
• Experience in developing and refining processes to improve efficiency and the experience of customers.
• In-depth knowledge of call center and customer service principles and practices
• Proficiency in MS Office applications data analytics and reporting
• Sound understanding of confidentiality and data protection legislation

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Job Purpose 

The People Operations Associate will support the Head of People Operations in the implementation of employee-related programmes, services, and initiatives by providing responsive high-quality service to their internal customers. Additionally, the role holder will be tasked with ensuring that the systems and processes implemented by the people operations function are sustainable, scalable, and cost-effective.

Job Responsibilities 

Recruitment

• Supporting hiring managers in the creation and refinement of job descriptions.
• Translating job descriptions into captivating job advertisements.
• Engaging 3rd party recruiters as advised to support recruitment for various positions.
• Facilitating the longlisting of applicants in line with hiring manager criteria.
• Interviewing facilitation:
  • Facilitating hiring managers' preferred interview process and booking necessary stakeholders’ time.
  • Appropriately guiding interviewees on what is required of them at every interview stage.
  • Interview venue booking and preparation of necessary materials.
  • Timely candidate interview invitation.
• Ensuring that the applicant tracking system is administered as per set guidelines.
• Collation and documentation of interview feedback from the hiring manager and other stakeholders.
• Ensuring the best candidate experience by providing timely and appropriate communication.
• Engaging with finalists as guided by Head of People Operations.
• Ensuring proper records are maintained for all recruitment campaigns.

Onboarding Support 

• Preboarding:
  • Collation of new joiner information for preparation of employment contract.
  • Creation of work email, Slack profile.
  • Processing of office access card.
  • Processing of medical insurance.
  • Identification of work station and facilitating the preparation of work tools.
• Live onboarding
  • Receiving new joiners on their first day.
  • Facilitating the issuance of work tools.
  • Facilitating the onboarding programme to ensure the availability of relevant facilitators and adherence to time allocation.

Benefits Administration 

• Ensuring that employees are onboarded in a timely and effective manner to their entitled benefits.
• Communicating to employees their benefits summary and the appropriate escalation mechanisms.
• Keeping relevant benefits trackers updated with accurate information.
• Acting as the liaison between the benefit provider and Amitruck.
• Receiving and distributing medical insurance cards to their end-user.
• Facilitating the replacement of lost, damaged medical insurance cards.
• Ensuring exited employees are promptly offboarded from Amitruck benefits.
• Ensuring that service providers adhere to the agreed-to-service level agreements.

Administration 

• Preparing employee documentation as advised by the Head of People Operations.
• Ensuring that employees’ bio-data forms are appropriately filled out and necessary supporting documents provided.
• Ensuring confidential and organized archiving of all HR documents including past and present employees, recruitments, terminations, exits, complaint processes, etc.
• Ensuring that employee-related trackers and databases are populated in a timely and accurate manner.
• Supporting implementation of health, safety and wellness initiatives.
• Supporting the planning and execution of employee engagement initiatives.
• Working with the office administrator to ensure the office lunch programme runs smoothly and employees’ feedback is actioned as needed.
• Facilitating the work permit application process for non-Kenyan employees and keeping track of expiry dates and advising on renewals on a timely basis.
• Supporting leave management by ensuring that employee profiles on AttendanceBot are appropriately set up.
• Engaging with employees' queries on matters relating to welfare, policies, and work conditions and documenting as needed.
• Being the first point of contact for 3rd party service providers and facilitating the timely settlement of invoices by liaising with the finance team.

Payroll support 

• Ensuring that the payroll master sheet for Tanzania, Rwanda, and Uganda is received from the relevant payroll support provider by the 15 of each month.
• Working with the office administrator, ensure that the office lunch deductions list is collated and reconciled by the 25 of every month.

Performance Management support 

• Keeping the probationary period tracker up to date.
• Preparing and guiding line managers on how to populate the performance evaluation feedback documentation.
• Facilitating review meetings scheduling and providing secretarial support if needed.
• Ensuring appropriate filing of performance management documentation.

Disciplinary Management Support 

• Appropriately drafting and disseminating disciplinary procedure-related communication.
• Facilitating review meetings scheduling and providing secretarial support if needed.
• Ensuring appropriate filing of performance management documentation.

Exit Management 

• Guiding employees through the handover process and ensuring the appropriate transition of work tasks as guided by the line manager.
• Facilitating the retrieval, inspection, and appropriate storage of work devices from exiting employees.
• Ensuring that the exit checklist is adhered to when offboarding existing employees.
• Any other duties as assigned by the Head of People Operations.

Qualifications and Experience

• Bachelor’s degree in Human Resource Management, Business Administration, or related field
• Maximum 5 years of previous work experience in a similar capacity preferably in an early to mid-stage tech-enabled startup.
• Added advantage: Certified Human Resource Practitioner (CHRP) qualification.
• Must be a member in good standing at the Institute of Human Resources Management (IHRM).
• Sound knowledge of Kenya employment law, regulations, policies, principles, concepts, and practices.
• Sound knowledge of Gsuite tools, MS Office (particularly Excel, Word), Slack, LinkedIn recruiter, and exposure to applicant tracking systems and HRIS.

Competencies 

• An effective written and oral communicator
• Adaptable, flexible, able to take initiative and prioritize among competing demands
• A good team player with strong persuasion and interpersonal skills
• Ability to work effectively with minimal supervision
• Analytical and effective problem-solver
• Organized and an effective planner
• High personal integrity

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Job Purpose 

The role holder will work as part of the Technology team to assist staff in using all forms of IT systems, and ensuring efficient support, troubleshooting, and maintenance of both software and hardware systems while getting involved in solution design, end-user training, and system, processes and procedure documentation.

Job Responsibilities 

IT Support 

• Provide 1st/2nd level IT Support to the employees of the organization.
• Maintain a register of all software in use in the organization, their respective users, renewal intervals, and cost per user.
• Maintain user access matrix and ensure end-user system security is maintained.
• Provide support for Amitruck internal systems and other associated software.
• Provide Microsoft Windows, Mac OS, and MS office support.
• Analyze business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs.
• Participate in defining IT infrastructure strategy, architecture, and processes.
• Ensure the successful implementation of Amitruck policies related to system documentation, and security.
• Participate in user training for new and existing systems as needed.

IT Assets Management 

• Take part in the preparation and planning of the IT budget, as well as tracking of actual expenses.
• Be responsible for hardware purchases by conducting market research, contacting vendors, gathering quotes, presenting to the finance team, and receiving assets once delivered to Amitruck.
• Prepare workstations (hardware/software), telephony devices, and other equipment for new users as well as ensure their maintenance.
• Install, configure, and maintain office hardware such as printers, and conferencing equipment.
• Ensure efficient inventory registration, asset tagging & tracking (physical/digital), and performing periodic verifications of inventory across the organization.

Qualifications 

• 3-5 years of relevant work experience.
• Experience with system administration and system troubleshooting.
• Proven knowledge of Google workspace configuration.
• Sound knowledge of network configuration such as wireless.
• Sound knowledge in operating system troubleshooting. Windows, Mac os and Linux
• Working knowledge of git version control.
• Stellar documentation and record-keeping skills.
• Ability to engage with multiple stakeholders and effectively coordinate multiple tasks.

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About the Sales Team

The Amitruck Sales team is a diverse group of experienced salespeople, dynamic relationship managers, and new graduates who bring a fresh perspective. We are the team that communicates Amitruck’s vision and offering to clients across our four key markets. We’re passionate about growth and love showcasing how our technology can solve significant logistical challenges.

A Customer Success Manager is a key part of the team. They are responsible for building robust, long-term relationships with new clients. As a Customer Success Manager, you will support customers as they transition from opportunity to active customers of Amitruck’s services with a strong focus on optimizing customer satisfaction and customer lifetime value. The CSM will be responsible for satisfaction, renewal, and extension in the context of an expanding enterprise customer base across East Africa.

We are seeking a highly experienced and strategic CSM, with the ability to shape and drive the customer journey across a portfolio of strategic, high value accounts ⚡

What you'll be doing

• Building strong customer relationships
• Maintaining a robust pipeline of monthly recurring revenue
• Generating revenue through account expansion
• Developing a strong understanding of your customers’ industries and sectors to provide consultative upselling
• Managing operational challenges that arise across your portfolio
• Working closely with Operations to ensure adherence to SLAs
• Working collaboratively across business units to provide an excellent client experience
• Identifying opportunities for business growth in existing accounts and industries
• Tracking the efficiency and effectiveness of customer complaint resolution

What you bring to the table

• 3+ years in a previous Customer Success / Account Management / Business Development role across both SME and Enterprise clients
• A proactive and problem-solving mindset, including the ability to spot opportunities in existing and new sectors
• An enthusiasm for understanding your clients’ sector and particular challenges, and working to solve them creatively in a fast-paced environment
• A strategic, analytical, data-driven approach. You’re comfortable with numbers and use them to inform decision-making
• Exceptional proficiency in both written and spoken English
• Experience working cross-functionally to achieve wider strategic goals