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About the Organisation
HCS Affiliates Group is a one-stop human resources and management consultancy firm headquartered in Nairobi, Kenya. The company provides a wide range of HR and business solutions to clients across different industries, helping them build efficient teams and achieve organizational success.
Call Center Agents (RTO Agents) job at HCS Affiliates Group | Apply Now
Nairobi, Kenya
Are you looking for Management jobs in Kenya 2025 today? then you might be interested in Call Center Agents (RTO Agents) job at HCS Affiliates Group
Full Time
Deadline:
31 Oct 2025
Job Title
Call Center Agents (RTO Agents) job at HCS Affiliates Group
HCS Affiliates Group
Job Description
The Call Center Agents will be responsible for real-time monitoring and management of courier operations, ensuring timely deliveries and excellent customer experiences. They will coordinate communication between clients, couriers, and operational departments while maintaining accurate records and providing actionable feedback to management.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
ONLINE APPLICATION ONLY!
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How to Apply
Monitor, anticipate, and manage live operations to ensure an exceptional user experience.
Manage real-time fleet capacity and lead communication with couriers for ongoing orders.
Provide structured, actionable daily feedback to Operations Managers.
Coordinate communication between Live Ops support, clients, couriers, and other departments.
Conduct and maintain quality assurance checks.
Assist clients with product selection and pricing to optimize delivery routes.
Monitor deliveries, ensure customer satisfaction, and maintain accurate delivery logs.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications:
Degree or Diploma in Business, Social Sciences, or a related field.
Equivalent work experience (6+ months) may be considered.
Experience:
1–2 years of relevant experience in a call center, sales, or marketing role (preferably in a B2B environment).
Skills and Competencies:
Excellent verbal and written communication skills in English (Swahili or other local languages is an advantage).
Strong computer literacy, including proficiency in MS Office, Google Docs, and call center software.
Ability to work effectively in a fast-paced and team-oriented environment.
Strong problem-solving skills related to order dispatch and coordination.
Knowledge of CRM tools and sales/marketing best practices.
Highly organized, logical, and adaptable to changing procedures.
