Customer Service Executive

About the role

The Partnership Agency is looking for a dedicated and empathetic Customer Service Executive to support its riders and drivers. As the first point of contact for customers facing issues, you will handle enquiries and complaints via chat and phone, helping users get the most out of the ride-hailing platform.

Key responsibilities

• Provide timely customer support via chat, phone and other channels.
• Resolve complaints and enquiries about rides, payments, driver performance, app functionality and other service issues.
• Guide customers through troubleshooting steps and escalate complex cases to senior support, operational or technical teams.
• Act as a liaison between customers and internal teams such as driver support and technical support.
• Maintain a professional, calm and empathetic manner, handling multiple queries at once with accuracy.
• Record interactions in the CRM system and give feedback to product and operations teams.
• Follow company policies, legal requirements and privacy standards, and monitor satisfaction through surveys and follow-ups.

Required profile

• Proven customer service experience, especially handling complaints by chat and phone.
• Excellent verbal and written communication and problem-solving skills; calm under pressure.
• Ability to deal with irate customers professionally.
• Team player who thrives in a fast-paced environment.
• Preferred: experience in tech, transportation or ride-hailing customer-facing roles, understanding of conflict resolution, and fluency in Kiswahili and English.

Required skills

• Familiarity with customer service software, CRM systems or ticketing platforms is a plus.
• Knowledge of the ride-hailing industry is advantageous.