Arabic Speaking Call Center Agents (Real Time Operations Agent) At HCS Affiliates Group

Employment type: Full time, onsite
Location: Nairobi
Preferred residential area: Along Waiyaki Way
Qualification: Degree or diploma, or equivalent work experience as outlined below
Experience listed: One to two years
Job field: Customer Care, Success and Service

About the Role

An on-demand courier service that delivers products ordered through its mobile app is seeking Arabic-speaking Call Center Agents. The successful candidates will serve as a key link between the company and its customers, coordinate live rider operations and support daily performance against agreed key performance indicators (KPIs).

Key Responsibilities

• Monitor live operations, anticipate potential issues and take action to maintain a positive customer experience.

• Manage fleet capacity in real time and coordinate communication with riders handling active orders.

• Provide operations managers with structured daily feedback and practical recommendations.

• Coordinate communication between Live Operations support, customers, couriers and other operational teams.

• Complete and maintain quality-assurance checks.

• Assist customers with product selection and pricing as part of supporting more efficient transportation routes.

• Monitor deliveries, address customer concerns and maintain accurate transportation and goods records.

  
  

Qualifications and Experience

• A degree or diploma in a Business or Social Sciences discipline, or equivalent work experience of at least six months, as stated in the notice.

• Excellent spoken and written Arabic is required.

• Previous call center experience, or at least one year of experience in a similar role.

• One to two years of sales or marketing experience in a business-to-business (B2B) environment.

• Knowledge of sales and marketing practices and current tools, including customer relationship management (CRM) systems.

• Proficiency in Microsoft Office, Google Docs and call center equipment or software.

• Knowledge of Swahili or another local language is an added advantage.

Due to the nature of the work, preference will be given to candidates residing along Waiyaki Way.

Skills and Personal Attributes

• Conduct that reflects the company's values in both personal and professional settings.

• Strong organisational skills and a logical approach to work.

• The ability to adapt quickly to changing policies and procedures.

• Effective teamwork in a fast-paced environment, including under pressure.

• Clear communication with colleagues and customers.

• The ability to follow written and verbal instructions accurately.

• Practical problem-solving skills, particularly when resolving local order-dispatch issues.

  
  

How to Apply

Interested and qualified candidates should apply through the HCS Affiliates Group online application form hosted on Google Forms.

Application deadline: The supplied notice does not specify a closing date.