Operator for Call Center 91 views

INTRODUCTION

G2G IT Solutions is part of the G2G It groups. G2G IT Group is focused in four key strategic market areas; Telecom Value Added Services (i.e. SMS, ISP, USSD, etc.), IT Infrastructure, Security, and Fleet Management. Businesses and consumers will have access to vast resources with a combined experience of over 30 years in Computer Engineering, Network Engineering, Internet Service and so much more.

JOB DECRIPTION

The Operators are responsible for taking up a call immediately and responding to the customer request in a polite and professional manner.

The Purpose of this position is to ensure a smooth delivery of the service. Thus the operator is expected to have a welcoming approach towards the customer, and a professional and good relationship with the owners/drivers of the vehicle.

The Operator is expected to achieve daily, weekly and monthly KPIs based on the number of calls assigned by the system and the professional service provided.

Reporting Relationship

Report to Shuu fare team leader and the Operation manager.

Core Responsibilities:

• Take a call immediately when it’s routed to him/her by the system
• Professionally take customer request and give support and direction
• Book a ride for customers, contact the nearest vehicle driver and assign the trip to  him/her
• Responsible for tracking both the vehicle and customer, managing the customer request and communicating to vehicle drivers.
• Provide assistance to the drivers in cases where clear direction and position of customer is not known to drivers
• Take full responsibility of the customer trip from booking till drop off and in afterward processes related to a trip
• Responsible for the fair distribution of the travel to the relevant drivers nearby the customer booking the trip

Requirements

• University Degree and zero to one year experience
• Have good will to support customer over the phone
• Fair in dispatching to drivers
• Proficiency in English
• Excellent knowledge of  MS Office
• Willing to learn new things like software, way of doing things, techniques etc…
• Fast learner and passion for customer support
• Self-motivated with a results-driven approach