Customer Care Operator

2 weeks ago


Nairobi, Nairobi Area, Kenya Corporate Staffing Services Full time

About us

Roam is a technology-driven electric mobility company that designs and develops electric motorcycles and electric buses for emerging markets, starting in Kenya. These two products can offset the most amount of carbon emissions globally (more than 90% reduction for motorcycles and 80% for electric buses), reduce local emissions in urban areas, and at the same time create the most financial value for end-users. We offer supporting infrastructure, fleet management software and after-sales services to enable an ecosystem that accelerates the transition to sustainable transport on new frontier markets.

About the role:

We are looking to hire a Customer Care Operator who will play an integral role in supporting, coordinating, administrating and analyzing activities carried out by Roam Electric Technical After Sales personnel both in regards of routine and non-routine maintenance and support for all business areas. You are the main interface between the customers and the company. This role involves good collaboration with other departments to reduce downtime for clients, increase customer satisfaction and increase the department's profitability.

Key Duties and Responsibilities

  • Follow up on internal and external customers and report faults and issues across all business areas.

  • Coordinate various support and service activities through tools provided by the company.

  • Ensure the respective department/person is informed about the request and frequently follow up to ensure the expected response is provided.

  • Be responsible for the surrounding activities of a team when out in the field.

  • Collaborate with the team in the field and inhouse to ensure customer satisfaction and successful completion of support and service activities.

  • Be responsible for the surrounding activities of a team when out in the field.

  • Keep the reports and data capturing up to date to enable analyzing and improvements as well as a good tracking of what has been done and why.

  • Share customer-intended reports with clients.

  • Create reports about ticketing performance and ticket trends

    Qualifications and experience
    • Proven experience working in customer service.

    • Excellent communication skills in both English and Swahili, with the ability to articulate Roam's values and offerings effectively.

    • Basic computer skills working in the ERPs and programs, such as Excel, MSD 365, Freshdesk ticketing system software

    • A friendly, proactive, and independent individual who can also excel in a collaborative team environment.

    • Passion for electric mobility (Emobility) and a genuine interest in contributing to a sustainable future.

    • Strong organizational skills with keen attention to detail.

      Click Here To Apply


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