Call Center Agent

HCS Affiliates Group is a human resources and management consultancy based in Nairobi, Kenya. They are recruiting on behalf of a client, an on-demand courier service that delivers products via a mobile app.

HCS Affiliates Group is seeking Call Center Agents for their client, an on-demand courier service. The successful candidates will be crucial in managing customer interactions and overseeing live rider operations to achieve daily key performance indicators. This position requires coordinating with various stakeholders to ensure smooth service delivery.

1. Monitor and manage live operations to ensure an excellent user experience.
2. Oversee real-time fleet capacity.
3. Lead communication with the fleet regarding ongoing orders.
4. Provide structured and actionable daily feedback to operations managers.
5. Coordinate communication with Live Ops support, clients, couriers, and other operational departments to ensure smooth operations.
6. Ensure quality assurance checks are completed and maintained.
7. Assist clients with product selection and pricing to optimize transportation routes.
8. Monitor deliveries to ensure customer satisfaction and maintain accurate logs of all transportation and goods.

1. Degree or diploma in Business, Social Sciences, or a related field, or equivalent work experience (at least 6 months).
2. Minimum of 1-2 years of experience in a call center or a similar role.
3. Proficiency in English, with excellent verbal and written communication skills.
4. Computer literacy, including confidence in using MS Office, G-docs, and call center equipment/software programs.
5. Strong organizational and logical thinking skills, with the ability to adapt quickly to changing policies and procedures.
6. Ability to work effectively as part of a team in a fast-paced, high-pressure environment.
7. Excellent communication skills for interacting with colleagues and clients, and ability to follow verbal and written instructions.
8. Proven ability to efficiently solve problems related to the dispatch of local orders.
9. At least 1-2 years of sales or marketing experience in a B2B environment.
10. Knowledge of sales and marketing best practices and current tools (e.g., CRM tools).
11. Proficiency in Swahili or other local languages is an advantage.
12. Candidates residing along Waiyaki Way are preferred due to the nature of the work.