Job Title: Call Center Agent Company: HCS Affiliates Group

We're seeking a skilled Call Center Agent to coordinate live rider operations and ensure daily performance against a range of KPIs for an on-demand Courier Service. The ideal candidate will have excellent communication skills, be organized and logical, and be able to adapt quickly to changing policies and procedures.

Responsibilities:

• Monitor and manage live operations to ensure a great user experience.
• Manage real-time fleet capacity and coordinate communication with the fleet.
• Lead communication with Live Ops support, clients, couriers, and other operational departments.
• Provide structured and actionable daily feedback to ops managers.
• Ensure quality assurance checks are completed and maintained.
• Assist clients with product selection and pricing to improve transportation routes.
• Monitor deliveries and maintain accurate logs of all transportation and goods.

Requirements:

• A degree or diploma in a Business or Social Sciences related field, or equivalent work experience (6+ months).
• Previous call center experience, or at least 1 year experience in a similar role.
• Proficiency in English and French (Excellent verbal and written communication skills).
• Computer literacy and knowledge of MS Office.
• At least 1-2 years' experience of sales or marketing in a B2B environment.
• Sales and marketing best practice, and knowledge of current tools (i.e. CRM tools).

About the Company: HCS Affiliates Group is a one-stop human resources and management consultancy organization, headquartered in Nairobi, Kenya.