Support Centre Specialist Job
Responsibilities
- Run day-to-day call centre operations managing customer bookings originating from the mobile application, web portal, phone lines, and email.
- Take full ownership of key performance indicators, including call answer rates, response times, ticketing accuracy, and overall customer satisfaction (CSAT).
- Actively oversee the JKIA airport desk operations to guarantee punctual, smooth, and well-coordinated passenger pickups and premium meet-and-greet services.
- Supervise and coordinate shift leaders and frontline agents, fostering a culture of accountability and high performance.
- Manage the ticketing and customer escalation process, resolving complex service issues swiftly while implementing measures to prevent recurrence.
- Maintain strict data integrity within the dispatch systems, ensuring all customer bookings are logged accurately and dispatched to drivers correctly.
- Partner closely with the Operations Manager and driver teams to dynamically match customer demand with fleet availability and optimized dispatch routing.
Requirements
- 4-5 years of progressive experience within a call centre, customer service, or fast-paced operations environment.
- Proven experience directly supervising, coaching, or coordinating a front-line, customer-facing team.
- Direct experience in transport, logistics, aviation, hospitality, or a highly demanding service environment is heavily advantaged.
- Comfortable working with service metrics, performance reporting, and digital dispatch software.
- Direct experience utilizing Zoho systems is a distinct plus.
- Exceptional planning and rostering skills, with the ability to structure front-line workflows and hold staff to exceptionally high service standards.
- A calm, confident, and customer-obsessed demeanor when handling high-volume shifts or unexpected service disruptions.
- Strong analytical skills to diagnose dispatch bottlenecks, handle customer grievances, and streamline operational efficiency.
How to Apply
Interested candidates should send their CVs to jobs@peoplelink.co.ke, with the job title as the subject line.
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