About the role:

We are looking to hire a Customer Care Operator who will play an integral role in supporting, coordinating, administrating and analyzing activities carried out by Roam Electric Technical After Sales personnel both in regards of routine and non-routine maintenance and support for all business areas. You are the main interface between the customers and the company. This role involves good collaboration with other departments to reduce downtime for clients, increase customer satisfaction and increase the department’s profitability.

Key Duties and Responsibilities

• Follow up on internal and external customers and report faults and issues across all business areas.
• Coordinate various support and service activities through tools provided by the company.
• Ensure the respective department/person is informed about the request and frequently follow up to ensure the expected response is provided.
• Be responsible for the surrounding activities of a team when out in the field.
• Collaborate with the team in the field and inhouse to ensure customer satisfaction and successful completion of support and service activities.
• Be responsible for the surrounding activities of a team when out in the field.
• Keep the reports and data capturing up to date to enable analyzing and improvements as well as a good tracking of what has been done and why.
• Share customer-intended reports with clients.
• Create reports about ticketing performance and ticket trends

Qualifications and experience

• Proven experience working in customer service.
• Excellent communication skills in both English and Swahili, with the ability to articulate Roam’s values and offerings effectively.
• Basic computer skills working in the ERPs and programs, such as Excel, MSD 365, Freshdesk ticketing system software
• A friendly, proactive, and independent individual who can also excel in a collaborative team environment.
• Passion for electric mobility (Emobility) and a genuine interest in contributing to a sustainable future.
• Strong organizational skills with keen attention to detail.