Junior Service Monitoring & Operations Support Agent at HCS Affiliates Group

About the Role

The Junior Service Monitoring & Operations Support Agent will be responsible for performing real-time operational control tasks to ensure service continuity and fast incident detection. This is a key support position within our operations team.

Main Responsibilities

• Monitor service status in real time using Power BI dashboards
• Identify incidents, anomalies, or service degradation
• Send predefined notification emails to external providers and internal teams based on established procedures
• Follow up on incidents and update internal tracking tools
• Escalate issues to the Operations or Support teams when required
• Perform basic operational support tasks during low-activity periods, including:
  • Complete missing information for leads in internal systems
  • Conduct basic online research to identify potential client companies
  • Execute simple data entry and validation tasks

Required Qualifications

• Degree or diploma in Business, Social Sciences, or equivalent work experience (6+ months minimum)
• Previous call center experience required, or at least 1 year in a similar operational role
• Excellent English verbal and written communication skills
• Computer literacy with proficiency in MS Office
• At least 1-2 years' experience in sales or marketing within a B2B environment

Required Skills & Competencies

• Alignment with company values and ability to enact them in personal and professional conduct
• Proficiency in MS Office, Google Docs, and call center equipment/software programs
• Organized and logical approach to work with ability to adapt quickly to changing policies and procedures
• Ability to work effectively as part of a team in a fast-paced, pressured environment
• Strong problem-solving skills, particularly relating to order dispatch and local operations
• Effective communication with both colleagues and clients
• Ability to follow verbal and written instructions accurately
• Knowledge of sales and marketing best practices and current tools

Location

Nairobi, Kenya