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SafeBoda   |   Kampala, Uganda   |   Log in or register to see the closing date

Customer Success Associate

  • Bachelor's degree
  • Customer support, client care
  • Experienced (senior worker)
  • Full Time
  • Permanent
Click to apply

Job Summary

Who we are


Motorcycle taxis are immensely popular and serve as the lifeblood of many cities in Africa, but they are extremely unsafe and disorganized. SafeBoda is a Ugandan-based startup on a mission to make motorcycle taxis (bodas) more safe, affordable, and convenient across Sub-Saharan Africa—while providing a more meaningful and lucrative career for drivers. SafeBoda is growing fast with our mobile app on Android and iOS in terms of completed rides in Kampala, Uganda.

The Customer Success team are the face of SafeBoda, a supportive and reliable team providing day to day support to our customers and now we are looking for someone to specifically to focus on providing Customer support. This involves coordinating with the Operations, Marketing and Tech team to fully understand the user experience and our customers’ needs. The team responsibilities include:
  1. Management of all incoming and outgoing support lines (phone and email)
  2. Customer support - real time troubleshooting of Customer issues.
  3. Data analysis e.g. identifying trends in our caller data, understanding the frequent Customer issues.
  4. Managing the customer communication plan - designing and sending out important comms that all our customers will receive through different platforms.

We are looking for a motivated, ambitious individual to join this team as a Customer Success Associate.


Responsibilities


  1. Delivering a personalised expert, quality-driven service.
  2. Handling customer support calls and emails, and delivering world class customer service and troubleshooting.
  3. Working with other departments where necessary to efficiently resolve customer issues.
  4. Detailed understanding and awareness of product, operations and marketing activities. Being on the front-line of SafeBoda and providing information and support to customers.
  5. Using tools (eg excel and internal communications channels) to track customer feedback. Be confident analysing this information to create actionable outcomes.
  6. Demonstrating ownership of all queries and acting as the first point-of- contact for all day to day trip requirements, using various communication methods.
  7. Ad hoc research calls, updating customers on new updates, offers and promotions
You should:
  1. Be committed to providing a world-class service and drive our dedication to customer experience
  2. Be an independent thinker and rockstar problem solver - be enthusiastic about coming up with solutions and recommendations of how to improve the product and customer experience.
  3. Be a confident and persuasive communicator with the ability to work calmly and constructively under pressure.
  4. Be emotionally intelligent and good at understanding and interacting with our customers. Be good at reading the situation and adapting your communication style depending on who you are speaking to.
  5. Have experience in copywriting, be able to deliver motivating and technical messages to customers through different mediums.
  6. Be Social Media savvy and demonstrate proactiveness
  7. Strong academic performance with at a minimum a completed Bachelor/Undergraduate degree with high grades. 
  8. Be confident using Excel - be able to input and analyse data sets.
  9. Already be a SafeBoda super-user. Love the product and be curious about how it works.
  10. Live the SafeBoda values, represent the company in everything you do and constantly fly the flag.


General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Kampala
Area of work: Customer support, client care
Seniority: Experienced (senior worker)

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 2 years
Required skills: Phone support; Call center operation (customer support); Customer service; Customer relations; Customer support, CRM systems; Data analysis
Required languages: English (Spoken: fluent | Written: fluent)

Click to apply

SafeBoda

Transportation, logistics, storage

SafeBoda is a community of entrepreneurs and boda drivers working together to improve professional standards across the urban transportation industry in Africa. Our aim is to improve the industry for both drivers and passengers by increasing the number of safe trips taken per day and by making travel around cities convenient and stress-free


Other Jobs at SafeBoda

Driver Engagement Lead
Driver Onboarding Lead
Office & Facilities Manager
Driver Success Associate