About Zipline
Do you want to change the world? Zipline is on a mission to transform the way goods move. Our aim is to solve the world’s most urgent and complex access challenges by building, manufacturing, and operating the first instant delivery and logistics system that serves all humans equally, wherever they are. From powering Rwanda’s national blood delivery network and Ghana’s COVID-19 vaccine distribution to providing on-demand home delivery for Walmart, to enabling healthcare providers to bring care directly to U.S. homes, we are transforming the way things move for businesses, governments and consumers. The technology is complex, but the idea is simple: a teleportation service that delivers what you need when you need it.
Through our technology that includes robotics and autonomy, we are decarbonizing delivery, decreasing road congestion, and reducing fossil fuel consumption and air pollution while providing equitable access to billions of people and building a more resilient global supply chain.
About You and the Role
This will be a role that exists on the Nigerian Centralized Call Center team with the primary goal of ensuring that we have support for our call center operations across the country.
What You'll Do
- Be the interface between Zipline and customers to deliver a Zipline-branded customer service that attracts customers to keep coming back with professionalism and a strong human touch.
- Receive incoming requests from customers and process orders on the Zipline in-house system with the right priority and information.
- Apply strong judgment and coordinate between warehouse operators and flight operators to prioritize orders based on their urgency.
- Handle and resolve customer complaints effectively by following the protocols.
- Collect quantitative and qualitative feedback from customers to measure customer satisfaction and drive continuous improvement.
- Adhere to Operational SOPs and achieve operational excellence in day-to-day operations, including, but not limited to, mastering customer service tooling and equipment, opening punctuality and checklist, missed call investigation, shift handover checklists, internal documentation, and escalation processes.
- Remain to be trained to the most up-to-date SOP. Pass audit and stay certified on an annual basis.
- Lead and track the progress of customer experience projects and initiatives that are assigned to you.
What You'll Bring
- HND or Degree in a relevant field
- Strong organizational and time-management skills.
- Excellent written and verbal communication skills.
- Attention to detail and a high degree of accuracy.
- Ability to multitask and prioritize tasks effectively.
- Professionalism and a strong work ethic.
- Adaptability and willingness to learn.
- Experience in the use of basic IT tools
Please note: This role is on a two-year fixed-term contract.
What Else You Need to Know
Zipline is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by state, federal or local law or our other policies.
We value diversity at Zipline and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!