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SWVL Captain Help Specialist

Nairobi, Kenya

Salary rangeConfidential | Contract type: Permanent

You have 16 days left to apply for this job.

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Job Summary

Job Overview:
The Captain Help specialist is responsible for attending to all incoming tickets
from Captains that could include inquiries, requests or complaints. Conducting outbound calls to
Captains for effective resolution of all issues
Swvl is the premium alternative to public transportation in Kenya and Egypt. Through our app you can book fixed rate affordable rides on our existing routes. We offer affordable, quality, convenient and reliable everyday bus rides.
It started with an observation turning into a realization, too many cars on the streets, wasting our limited resources: time, space and money.
We had to question why we depend so much on our cars? and what are the consequent pains of moving around the city? Rush hours, traffic, terrible driving habits and unavailability of parking spots came rushing through our minds in addition to the pain of high cost of on-demand services.
While an affordable decent public commuting solution is not accessible, we thought how can we improve people’s lives? And here Swvl was created, revolutionizing the transportation scene in Egypt, and now in Kenya and Pakistan - through providing a technology-based alternative to public transportation, a smart solution that solves the transportation equation, leading to helping more commute for less, with ease and comfort.
Swvl is a revolutionary idea that was born from passion, loyalty, and persistence to face all challenges on the table, Swvl is not just a mean to facilitate commuting, but a hunger to striven for solutions, encourage the contribution of youth in innovation and inspire change.


● Handling incoming tickets from SWVL Captains (drivers) that come through Captain App

● Conduct outbound calls to attend to inquiries, process requests or resolve captain
● Fill in all necessary data on the CRM system for reporting purposes.
● Ensure all tickets are resolved with proper SLAs while maintaining high quality and
captain satisfaction scores.
● Escalate emergency cases to In-ride handling team for backup assigning.
● Assign tickets to various cross functional departments when needed
● Work closely with Customer Experience team for customer-related complaints coming
from captains.
● Provide suggestions for captain performance improvement based on daily findings.

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 2 years
Required languages: English (Spoken: fluent | Written: fluent)

Mandatory attachments

Please have a scan or photo of these documents ready when you start the application:

Self-prepared CV file - the employer wants to see a CV that you have prepared yourself
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