Call Center Agents (RTO Agent)

About the Role

Our client, an on-demand courier service that delivers products ordered through their mobile app, seeks Call Center Agents to serve as a key point of contact between the company and its customers. In this role, you will coordinate live rider operations and ensure daily performance against a range of KPIs.

Location

Nairobi, Kenya. Preferred candidates should be residing along Waiyaki Way.

Primary Responsibilities

• Monitor, anticipate, and manage live operations to ensure a great user experience
• Manage real-time fleet capacity
• Lead communication with the fleet for ongoing orders
• Provide structured and actionable daily feedback to operations managers
• Ensure smooth operations by coordinating communication with Live Ops support, clients, couriers, and other operational departments
• Complete and maintain quality assurance checks
• Assist clients with product selection and pricing to improve transportation routes
• Monitor deliveries, ensure customer satisfaction, and maintain accurate logs of all transportation and goods

Required Qualifications

• Degree or diploma in Business, Social Sciences, or related field, or equivalent work experience (6+ months minimum)
• Previous call center experience required, or at least 1 year experience in a similar role
• Proficiency in English with excellent verbal and written communication skills

Required Skills

• Alignment with company values, enacted in both personal and professional life
• Effective English written and verbal communication skills
• Computer proficiency in MS Office, Google Docs, and call center equipment/software programs
• Organized and logical mindset with willingness to adapt quickly to changing policies and procedures
• Ability to work effectively as part of a team in a fast-paced and pressured environment
• Strong communication with colleagues and clients; ability to follow verbal and written instructions
• Efficient problem-solving skills relating to order dispatch operations locally