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  Provide timely and effective customer support via chat, phone, and other communication channels, ensuring a high standard of service.

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  Address and resolve customer complaints, concerns, and inquiries related to rides, payment issues, driver performance, app functionality, and other service-related topics.

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  Guide customers through troubleshooting steps for app-related problems, ensuring they can use the service with minimal disruption.

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  Take ownership of customer issues, ensuring timely follow-up and resolution, escalating when necessary to senior support, operational, or technical teams.

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  Act as a liaison between customers and various internal teams (e.g., driver support, technical support) to address complex concerns.

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  Maintain a professional, calm, and empathetic demeanor in all customer interactions, ensuring a positive experience even in challenging situations.

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  Handle multiple customer inquiries simultaneously while maintaining a high level of attention to detail and accuracy.

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  Record and document customer interactions in the CRM system, tracking complaints, resolutions, and feedback.

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  Provide feedback to the product and operations teams to improve the overall customer experience and address recurring issues.

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  Ensure adherence to company policies, legal requirements, and privacy standards in all customer interactions.

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  Monitor customer satisfaction through surveys and follow-ups, aiming to improve service quality continuously.

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  Perform any other tasks assigned by the company as needed.

Requirements

Skills & Qualifications

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  Proven experience in customer service, particularly in handling complaints and resolving issues via chat and phone.

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  Excellent communication skills, both verbal and written, with the ability to articulate solutions clearly and empathically.

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  Strong problem-solving abilities and the capability to remain calm under pressure.

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  Ability to handle challenging and irate customers with professionalism and patience.

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  Familiarity with customer service software, CRM systems, or ticketing platforms is a plus.

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  Knowledge of the ride-hailing industry and its common challenges is advantageous.

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  Strong multitasking skills, with the ability to manage multiple customer queries simultaneously.

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  Team-oriented and capable of working in a fast-paced, dynamic environment.

Preferred Qualifications

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  Experience in a customer-facing role in the tech, transportation, or ride-hailing sectors.

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  Understanding of conflict resolution techniques and customer service best practices.

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  Experience working in a high-volume customer support environment.

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  Fluent in both Kiswahili and English, with strong written and verbal communication skills.