Operations Associate

Operations Associate

Location : Nairobi , Kenya

Start date : 
Immediate

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Who we are:

At SafeBoda, we believe that everyone in African cities should have access to affordable services at the click of a button. Our platform is carefully designed to meet the needs of African consumers as a one-stop shop for transportation, payments, and on-demand services. While motorcycle taxis serve as the lifeblood of many cities in Africa, they are extremely unsafe and disorganised. Our safe, convenient transportation platform provides for Africa's booming young population as well as creates community and stability for our rider fleet. Our payments and on-demand services empower our users to transfer money, pay bills and deliver packages instantly from the comfort of their homes.

Operational in Uganda and Kenya, we are a venture-funded Series B company that is already having a huge impact on millions of people in Africa. Our backers include Google, Unbound, GoVentures (GoJek's VC), AllianzX, Yamaha, and Beenext, among others. We have a passionate and highly engaged team of superstars based in East Africa. Together, we aim to revolutionise transport and payment delivery in Africa's cities.

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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.

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Essential Duties: (Roles and responsibilities)

• Respond promptly and professionally to driver and passenger enquiries, concerns, and feedback.
• Take the initiative to connect with passengers and drivers through calls and surveys, aiming to enhance engagement, ensure retention, and optimise 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 centre tracking system.
• Understanding and striving to meet or exceed call centre 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.

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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.

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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 and 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.

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Benefits

• Competitive salary.
• Health insurance
• Transport Facilitation.
• Paid annual leave
• A supportive team environment with mentorship from SafeBoda leadership
• Be a critical part of a team at the pinnacle of tech entrepreneurship in Africa

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Company Values

1. Community
   – Community drives us. We treat every driver, staff member, and customer with respect, knowing that together, we are stronger.
2. Innovation
   – We challenge the status quo and create smart, practical solutions that make everyday life simpler and safer
3. Transparency
   – We are open-minded and candid, openly sharing our opinions without fear of judgment. We actively seek feedback on our product and performance to continuously improve.
4. Safety
   –We stand for safety. We protect our drivers and passengers
5. Integrity
   -We earn trust by staying true to our values, holding ourselves to the highest standards, and delivering on our promises.
6. Collective Commitment
    - Everyone is encouraged to disagree while a decision is being made. However, once a decision has been made, everybody must commit to it. "I agree and I commit" or "I disagree and I commit"

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Ready for the Challenge?

Send an email to 
and CC
, attaching your CV and a Cover Letter indicating why you are the right fit for the role. Please use "
Operations Associate NBO"
 as the subject of the email. Only shortlisted candidates will be contacted.