Service Quality Specialist at inDrive Tanzania

inDrive is an international multiapp headquartered in Mountain View, CA. Our ride-hailing user base exceeds 150M users in more than 700+ cities in 47 countries. And our eNPS rate reaches 65,5%! This is twice and even three times higher than companies usually have, including our competitors.

Currently we're actively growing in Tanzania and looking for Service Quality Specialist .

This position is based in Dar es Salaam, Tanzania .

What will you do:

• Customer Communication: Interacting with customers through phone calls and email, providing explanations, resolving complaints, and ensuring a high level of service.
• High-quality and prompt resolution of incidents (conflicts situations, cases of sexual harassment, criminal incidents)
• Processing incoming requests from users in the admin panel (reviews and keywords in appeals)
• Data collection for incident analysis
• Suggestions for improving the quality of incident resolution and their reduction

What we expect from you:

• Competent oral and written speech (English)
• High stress resistance and responsibility
• Initiative and ability to get things done
• Ability to work with a large amount of information, in multitasking mode
• Stress Resilience: The ability to remain calm and make decisions under pressure, especially during high-stress incidents.
• Teamwork: Collaboration with colleagues and the ability to work effectively as part of a team to resolve incidents.
• Ethical Conduct: Adherence to high ethical standards, particularly when handling sensitive customer information and resolving complaints.
• Customer Focus: A commitment to meeting customer needs and providing a positive customer experience.
• Creativity: The ability to find innovative solutions when dealing with complex or unique incidents.
• Learnability: A desire and ability to continuously learn and improve skills in response to changing technology and processes.

What we offer:

• Initial training
• Shift work 5/2 shift work/rotation (morning, daytime. night time)
• Stable salary
• Unlimited opportunities for professional and career growth, regular external and internal training from our partners
• The opportunity to become part of an international team of professionals who create one of the greatest success stories in the global IT industry

We offer you all the conditions for professional and personal growth with a rapidly growing tech company.

Your resume will be considered within 21 calendar days from the date it was received. If your experience meets the requirements of our company, we will contact you.

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