Customer Service Operations Coordinator at BasiGo
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
HR Intern at BasiGo
About BasiGo
BasiGo is a pioneering e-mobility start-up headquartered in
Nairobi, Kenya, with operations in Rwanda, driving a transformation in Africa’s
public transportation. We’re providing electric buses as a sustainable,
cost-effective alternative to diesel options, reshaping mobility for a greener
future. 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.
Roles and Responsibilities:
- HR
Administration:
- Assist
in maintaining and updating employee records and HR databases in a secure
and confidential manner.
- Assist
with preparing HR documents such as contracts, letters, and reports.
- Support
in filing and organising both physical and digital HR documents.
- Assist
in the administration of employee benefits and leave tracking.
- Assist
in carrying out any other administrative duties as may be delegated by
the Head of People.
- Recruitment
& Onboarding Support:
- Assist
in scheduling interviews and coordinate communication with candidates.
- Provide
general support on recruitment as needed.
- Assist
in collecting and filing new hire documentation.
- Help
maintain trackers for recruitment and onboarding progress.
- Support
offboarding activities as required.
- Culture
& Engagement:
- Assist
in planning and executing team-building activities and staff events.
- Support
initiatives that promote a positive workplace culture.
Our Ideal Candidate Would Have:
Education:
- A
recent graduate in Human Resource Management, Business Administration, or
a related field.
Experience:
- Internship
or volunteer experience in an administrative or operations role
- Exposure
to office tools such as Microsoft Office and/or Google Workspace.
Skills:
- Clear
and professional written and verbal communication
- Comfortable
interacting with people at all levels
- Ability
to handle sensitive employee information with care
- Understands
the importance of privacy and professionalism
- Notices
small errors and inconsistencies
- Warm,
approachable, and a good listener
- Understands
different perspectives and practices kindness
- Willing
to take on new tasks and learn independently
- Can
handle multiple tasks with competing priorities
- Works
well with others and supports the HR team
- Eager
to grow and gain exposure to various areas of HR
- Thinks
through small challenges and tries to find solutions
- Doesn’t
get stuck when faced with something unfamiliar