Operations Intern

Role-based in Nairobi Kenol Muranga & Nairobi

Start date: Immediate

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Who we are:

At SafeBoda we believe that everyone in African cities should have access to  affordable services at a click of a button. Our platform is carefully designed to meet the needs of African consumers as a one-stop shop for transportation, payments, and on-demand services. While motorcycle taxis serve as the lifeblood of many cities in Africa, they are extremely unsafe and disorganised. Our safe, convenient, transportation platform provides for Africa’s booming young population as well as creates community and stability for our rider fleet. Our payments and on-demand services empower our users to transfer money, pay bills and deliver packages instantly from the comfort of their homes.

Operational in Uganda and Kenya we are a venture-funded Series B company that is already having a huge impact on millions of people in Africa. Our backers include Google, Unbound, GoVentures (GoJek’s VC), AllianzX, Yamaha, and Beenext, among others. We have a passionate and highly engaged team of superstars based in East Africa. Together, we aim to revolutionise transport and payments delivery in Africa’s cities.

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Job Summary:

The Operations Associate will provide support to passengers and drivers through various support channels. Serving as the primary liaison between passengers, drivers, and SafeBoda, they will represent the voice of the customer/driver to the business.

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Key Responsibilities:

• Respond promptly and professionally to driver and passenger inquiries, concerns, and feedback.
• Take the initiative to connect with passengers and drivers through calls and surveys, aiming to enhance engagement, ensure retention, and optimize customer lifetime value.
• Participate in onboarding new drivers. Conduct orientation sessions and ensure compliance with onboarding procedures.
• With guidance from the Senior Operations Associates, enforce the driver and passenger code of conduct, ensuring that drivers adhere to the excellent service standards and passengers treat drivers with respect and courtesy
• Assist in the day-to-day operational tasks, including scheduling, dispatching, and monitoring service levels.
• Create and maintain a record of daily problems and document the remedial actions taken, using the call center tracking system.
• Understanding and striving to meet or exceed call center metrics to provide a best-in-class customer experience.
• Upsell and cross-sell products and services or proactively make calls to customers as communicated by the Country Lead.
• Implement service recovery measures for customers impacted by product downtimes to proactively mitigate customer churn

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Key Competencies/Personal Skills: 

• Communication skills:  should be an active listener with an ability to articulate themselves, verbally and in writing 
• Customer centricity: Possess excellent listening skills, courtesy, and be empathetic.
• Ability to use G-Suite that is Google Docs, Google Sheets, Google Slides, and Google Drive
• Adaptability and accountability; being able to demonstrate openness to changing work priorities and deadlines to establish the knowledge, skills, and behaviors necessary to follow agreed practices and understand why they are important to meeting customer needs
• Problem-solving skills: Makes suggestions and implements improvements to personal work and analyzes systems and processes for opportunities to gain efficiency
• A multitasker: Ability to switch between multiple systems while helping customers and also switch channels frequently – that is to say tracking while attending to customers, etc.
• Time management: Being able to arrive in time before the scheduled shift and have time control over breaks.
• Teamwork and Interpersonal skills: Easily builds rapport quickly with people at all levels and from different backgrounds, including peers and customers in an open, friendly, and professional way.

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Benefits

1. SafeBoda wallet balance to take daily rides to and from work
2. Paid annual leave
3. A supportive team environment with mentorship from SafeBoda leadership 
4. Be a critical part of a team at the pinnacle of tech entrepreneurship in Africa

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Company Values

1. Community – we started as a small community of Boda drivers and we will never forget this.
2. Innovation – we challenge the status quo and believe positive change is possible. We bring solutions that constantly require us to think out of the box. 
3. Transparency – We are open-minded in what we do. We have candour and share our experiences openly without fear of judgment. We love feedback on our product and our performance so that we can improve every day. 
4. Safety – if we don’t care about safety ourselves, then how can we change our industry for the better? 
5. Trust – we expect customers to trust our drivers and entrepreneurs, so we need to trust one another in everything we do. 
6. Integrity - We hold ourselves to the highest standard and we are accountable for our actions. We deliver what we say we will deliver. 
7. Collective Commitment - teams and entrepreneurs are allowed to disagree while a decision is being made; however, everybody must commit to it once a decision has been made. “I agree and I commit, I disagree and I commit”.

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Ready for the Challenge? 

Send an email to recruitment@safeboda.com, and CC simon@safeboda.com , attaching your CV and a Cover Letter indicating why you are the right fit for the role. Please use "Operations intern NBO” as the email subject.