Job Title: Operations Associate NBO
Responsible for supporting daily business operations,
coordinating service delivery, monitoring operational performance, resolving
customer and partner issues, and identifying ways to improve efficiency.
Requires a degree or diploma in Business Administration, Operations Management,
or a related field. This is a full-time, on-site position based in Nairobi,
Position Summary:
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.
Key
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
Competitive
salary.
Health
insurance
Transport
Facilitation.
