Call Center Agents

Role Overview

As a Call Center Agent for an app-based courier service, you will help keep deliveries moving by coordinating riders, responding to clients and couriers, and tracking active orders as they progress. Your real-time decisions and clear communication will support reliable service, a positive customer experience, and daily operational performance.

Key Responsibilities

• Track live delivery activity, identify potential delays or capacity gaps, and take appropriate action to protect service quality.
• Coordinate rider availability and communicate order updates and instructions to the fleet.
• Work across Live Operations, clients, couriers, and other operational teams to resolve delivery issues promptly.
• Monitor orders through to completion, maintain accurate delivery and goods records, and follow up on customer satisfaction.
• Carry out required quality checks and keep operational standards consistent.
• Help clients select suitable products and understand pricing, taking transport routes into account.
• Share clear, structured daily feedback and operational information with managers.

Requirements & Qualifications

• A diploma or degree in Business, Social Sciences, or a related discipline; equivalent work experience may be considered.
• At least six months of relevant work experience, with call center experience required or at least one year in a similar role.
• One to two years of B2B sales or marketing experience, with familiarity with sales and marketing practices and CRM tools.
• Strong written and spoken English; knowledge of Swahili or another local language is an advantage.
• Comfort using MS Office, Google Docs, call center systems, and related computer tools.
• Good judgement and problem-solving skills, particularly when handling local dispatch challenges and changing delivery conditions.
• An organised, adaptable approach and the ability to follow written and verbal instructions while working effectively under pressure.
• Clear, professional communication with customers, couriers, and colleagues, and the ability to contribute as part of a team.
• Applicants living along Waiyaki Way are preferred because of the nature of the role.