Centralized Call Centre Associate at Zipline

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.

Responsibilities
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.

Requirements
What You'll Bring:

• Candidates should possess an 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.