Customer Service Operations Coordinator

About BasiGo

BasiGo is a pioneering e-mobility start-up driving a transformation in Africa’s public transportation. BasiGo provides an electric bus solution as a sustainable, cost-effective alternative to diesel buses for private operators in Kenya. At the heart of BasiGo’s innovation is our Pay-As-You-Drive model, making electric bus ownership and operation accessible and affordable for private sector operators across Africa.

BasiGo Kenya is looking for a Customer Service Operations Coordinator to support BasiGo’s rapidly growing Electric Bus fleet operations in Kenya. A Customer Service Operations Coordinator oversees all aspects of fleet operations from monitoring bus performance and charging networks, responding to issues and incidents, and coordinating service, repairs, and operational changes based on real-world conditions. 

This role serves as the critical communication link between drivers, bus operators, passengers, service, and charging - handling route changes, coordinating issue response and rescues,  maintaining data accuracy within BasiGo systems, and channeling information between clients and relevant BasiGo teams.  They ensure the fleet operates with the highest level of reliability and quality, that customers are responded to quickly and continuously informed, and that the right BasiGo teams are receiving information to execute efficient information.  Most importantly, this role is accountable for ensuring issues are actively managed from the moment they are reported until they are fully resolved and vehicles are returned to normal operations.

Responsibilities:

• Monitoring of the E-Bus fleet from BasiGo’s Command and Control Centre under the guidance of the Customer Service Operations Manager.
• Monitor communication channels with all BasiGo bus operators - post updates and instructions and provide immediate response to questions to maintain a seamless bus operations throughout the day.
• Serve as the communications hub between BasiGo’s fleet operations, charging, service, and customer success teams ensuring all teams are informed and coordinated and that operational decisions are made efficiently to ensure the highest level of customer satisfaction.
• Handle issues ranging from accidents, breakdowns, impound, and repairs.
  • Triage issues based on severity and operational impact and channel them to appropriate teams within BasiGo for support.
  • Respond to clients and keep them informed.
  • Coordinate vehicle rescue as needed.
  • Follow issue resolution progress, updating clients and BasiGo teams continuously so everyone is kept up to date.
• Communicate with customers regarding operational changes.
• Respond to all customer inquiries immediately and communicate with cross-functional BasiGo teams as needed to obtain accurate answers and expectations.
• Represent BasiGo with calm, professionalism, and expertise in all communications.  
• Gather customer feedback and share with Operations, Commercial, Charging, Service and Product teams.
• Inform customers about new features and functionalities.
  

Qualifications & Experience:

• Diploma in Customer Relationship Management or related course, Degree will be an added advantage.
• Excellent communication skills - the ability to remain calm and professional in difficult situations.
• Experience in Customer Support or similar CS role in a call center set-up
• Familiarity with vehicle fleet operations is a plus
• Experience using help desk software and remote support tools 
• Proficiency with spreadsheets and an ability to learn custom software tools.
• Organized and able to handle multiple tasks at once.
• Quality assurance experience is an added plus 
• Availability to rotate shifts (morning, afternoon and night)
• Meets strict deadlines

BasiGo is proud to be an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, age, national origin, ethnic background, disability, pregnancy, sexual orientation or any other protected characteristic established by law.