Jobs at MacTay Consulting

Job Summary

• The Live Operations analyst works in the Operations team to support the monitoring, and tracking of trips ensuring the right information is presented to the drivers that can aid 100% operational excellence, to deliver a smooth experience for our customers.

Role Attributes
Process Orientation:

• Learn the company's processes and execute tasks according to the stated processes.
• Support the Operations Specialist in managing business processes.
• Research ways to improve processes and document the research for the Operations Specialist’s approval.

Communication:

• Prioritize the use of organization/s approved channels for communication of official information.
• Write clear, understandable, error-free, and concise emails and documents.

Time Management:

• Completion of assigned tasks within agreed timelines.

Key Responsibilities

• Confirm and provide drivers with the appropriate manifest where the driver may have technical issues or smartphone issues.
• Update trip live locations on the approved channel
• Monitor vehicle movements using the tracking platform.
• Ensure that drivers start and end trips as appropriate.
• Update trip records on the appropriate dashboard
• Track performance of drivers on the routes assigned and update bonuses cared as appropriate.

Job Requirements

• A Degree in Transport Management, Operations Management, or any related discipline
• Minimum of 1 year experience in a similar role
• Excellent communication skills
• Ability to work methodically and meet deadlines.
• Strong analytical and organizational skills

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Job Summary

• The Customer Experience Analyst will identify queries of customers, interact with customers, answer the queries of customers, resolve service issues, enhance customer experience and foster relationships, improve credibility and create customer loyalty.

Job Responsibilities

• Maintaining a positive, empathetic, and professional attitude toward customers at all times
• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Ensure customer satisfaction and provide professional customer support.
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Keep records of customer interactions, transactions, comments, and complaints.

Job Requirements

• B.Sc / HND in any discipline
• Minimum of 1 year experience in the role or a similar role
• Strong verbal and written communication, strategic planning, and project management skills
• Experience working with customer support
• Familiarity with CRM systems and practices e.g freshdesk, intercom
• Ability to multitask, prioritize, and manage time effectively
• Excellent written and verbal communication skills.