The Operations Associate will provide support to passengers and drivers through various support channels. Serving as the primary liaison between passengers, drivers, and SafeBoda, they will represent the voice of the customer/driver to the business.
Essential Duties: (Roles and responsibilities)
Respond promptly and professionally to driver and passenger inquiries, concerns, and feedback.
Take the initiative to connect with passengers and drivers through calls and surveys, aiming to enhance engagement, ensure retention, and optimize customer lifetime value.
Participate in onboarding new drivers. Conduct orientation sessions and ensure compliance with onboarding procedures.
With guidance from the Senior Operations Associates, enforce the driver and passenger code of conduct, ensuring that drivers adhere to the excellent service standards and passengers treat drivers with respect and courtesy
Assist in the day-to-day operational tasks, including scheduling, dispatching, and monitoring service levels.
Create and maintain a record of daily problems and document the remedial actions taken, using the call center tracking system.
Understanding and striving to meet or exceed call center metrics to provide a best-in-class customer experience.
Upsell and cross-sell products and services or proactively make calls to customers as communicated by the Country Lead.
Implement service recovery measures for customers impacted by product downtimes to proactively mitigate customer churn.
Qualifications
Bachelor's degree in Business Administration, Human Resources, or a related field.
Previous experience in operations, customer service, or driver engagement roles.
Strong interpersonal and communication skills.
Analytical mindset with the ability to interpret and analyze data.
Proactive and detail-oriented with the ability to multitask effectively.
Key Competencies/Personal skills
Communication skills:, should be an active listener with an ability to articulate themselves, verbally and in writing
Customer centricity: Possess excellent listening skills, courtesy, and be empathetic.
Ability to use G-Suite that is Google Docs, Google Sheets, Google Slides, and Google Drive
Adaptability and accountability; being able to demonstrate openness to changing work priorities and deadlines to establish the knowledge, skills, and behaviors necessary to follow agreed practices and understand why they are important to meeting customer needs
Problem-solving skills: Makes suggestions and implements improvements to personal work and analyzes systems and processes for opportunities to gain efficiency
A multitasker: Ability to switch between multiple systems while helping customers and also switch channels frequently - that is to say tracking while attending to customers, etc.
Time management: Being able to arrive in time before the scheduled shift and have time control over breaks.
Teamwork and Interpersonal skills: Easily builds rapport quickly with people at all levels and from different backgrounds, including peers and customers in an open, friendly, and professional way.
Benefits
A supportive team environment with mentorship from SafeBoda leadership
Be a critical part of a team at the pinnacle of tech entrepreneurship in Africa