Captain Support Representative

Swvl - Alexandria

Applicants for
1 open position
Experience Needed:
1 to 3 years
Career Level:
Entry Level
Job Type:
Full Time
1 open position
About the Job
  • 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.
About this Company

Swvl is a revolutionary idea that was born from passion, loyalty and persistence to face all challenges on the table, swvl is not just a mean to facilitate commuting, but a hunger to strive for solutions, encourage the contribution of youth in innovation and inspire change.

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