Call Centre Agents at HCS Africa

Job Description (adsbygoogle = window.adsbygoogle || []).push({}); The name HCS Africa is derived from carefully selected words: ‘Human’, referring to our people-oriented approach, ‘Capital’, referring to our commitment of increase in profit, and ‘Synergies’, referring to the collaborative nature of our organization. Therefore our service provisions and methodologies are wholly centered on adding value to your most important source of profit – Human Resource – and anything else in line with your business priorities which require the synergy of our partnering stakeholders.Summary Our client, an on-demand Courier Service that delivers products ordered through their mobile app seeks to recruit Call Center Agents, who will be a key point of contact between the company and their customers.The main task is to coordinate live rider operations and ensure daily performance against a range of KPIs.Location: Preferred candidates should be residing along Waiyaki Way.PRIMARYRESPONSIBILITIES: Monitor, anticipate and manage the live operation to ensure a great user experience.Manage real-time fleet capacity.Lead the communication with the fleet for ongoing orders.Give structured and action able daily feedback to the ops managers.Ensure a smooth operation by coordinating communication with Live Ops support, clients, couriers, and other operational departments.Ensure that quality assurance checks are completed and maintained.Assist clients with product selection and pricing to improve transportation routes.Monitor deliveries, ensuring customer satisfaction and maintaining accurate logs of all transportation and goods. RequirementsSKILLS: You are aligned with our company values and enact them both in your personal and professional lifeEffective English written and communication skillsComputer proficiency in MS Office, G-docs and call center equipment/software programsOrganized and logical, willing to adapt quickly to changing policies and procedures.Must be able to work as part of a team in a fast-paced and pressured environment,Communicating effectively with both colleagues and clients and following verbal and written instructions.Must be able to efficiently solve problems relating to dispatch of orders locally. QUALIFICATIONS: Degree/diploma level in a Business or Social Sciences related field, or having equivalent work experience (1 year).Previous call center experience is required or at least 1year experience in a similar role.Proficiency in English (Excellent verbal and written communication skills)Computer Literacy: Knowledge and Confidence in MS officeAt least 1-2 years’ experience of sales or marketing in a B2B environmentSales and marketing best practice / knowledge of current tools (i.e. CRM tools)Swahili or any other local language is an advantage