Captain Support Representative
Swvl -
Alexandria, EgyptPosted 6 years ago73Applicants for1 open position
- 2Viewed
- 0In Consideration
- 1Not Selected
Job Details
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Job Description
- Deliver high-quality service across multiple support platforms (email, chat, phone)
- Be a passionate advocate for drivers while answering any questions that come your way.
- Show empathy to frustrated drivers while solving problems and addressing unsatisfactory experiences.
- Create loyalty among new drivers.
- Triage issues and escalate them when necessary.
- Leverage prospecting skills and relationships to build partnerships with suppliers and drivers interested in Swvl in Alexandria.
- Manage contract negotiations aimed at establishing the foundation of a strong working relationship with our suppliers, including sustainable economics for both parties.
- Quality management, Drivers on-boarding and training, supplier relations, peak management, captain happiness.
Job Requirements
- Incredible empathy and understanding drivers' behavior. You will be an excellent advocate for Swvl's users and are passionate about the community experience.
- Calm under pressure. You have excellent organizational skills, integrity, and great follow-through on tasks.
- Natural curiosity. You love learning how things work and you're always looking for creative solutions. You enjoy testing different support strategies and tracking the results.
- Eloquence. You're able to strike the perfect tone, whether you're explaining a new policy to riders or drivers, explaining the importance of certain complicated metrics, or responding to support issues over email.
- Passion. You love Swvl. You are driven by helping others and being on the front-lines of a highly visible, fast-growing brand.
- Agility. You can move quickly with care. You embrace change and can absorb new information with ease.
- A high proficiency using computers (typing, quickly navigating between various tools).
- Excellent reading comprehension and writing skills in English and Arabic language. Must be able to connect what users are asking for with answers to their true issues.
- Passion for helping others and creating support experiences that exceed users' expectations.
- Ability to troubleshoot problems and find speedy resolutions.
- Skilled at handling multiple issues at once to efficiently resolve a large number of inquiries.
- The ability to work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users.
- Flexibility. Weekend and weekly evening shifts are required.
- To be a Swvl evangelist
- you care deeply about the product and getting others excited to ride and partner with Swvl.
- Any previous experience at the same filed would be a plus.
