Customer Service Agent Job at AC Mobility | Kigali, Rwanda

AC Mobility is looking for a Customer Service Agent to provide frontline support to customers using its mobility and cashless transit services in Kigali, Rwanda.

The role focuses on handling customer enquiries, complaints, service requests, and follow-ups while ensuring that routine issues are resolved efficiently. The successful candidate will also document customer cases and escalate technical or operational issues to the appropriate support team.

Job Overview

About the Role

The Customer Service Agent will serve as a Tier-1 frontline support contact for AC Mobility customers.

The position requires someone who can communicate clearly, understand customer concerns, provide accurate information, resolve routine problems at the first point of contact, and properly record cases that require further investigation.

The role involves working with AC Mobility’s customer-care channels and supporting customers with products and services including Tap&Go fare structures, card usage, and service procedures.

Key Responsibilities

1. Customer Support

• Receive and handle customer enquiries and complaints.
• Provide professional, courteous, and empathetic assistance.
• Resolve routine customer concerns efficiently.

2. Customer Information

Provide customers with clear and updated information concerning:

• AC Mobility products.
• Tap&Go fare structures.
• Card usage.
• Service procedures.

3. First Contact Resolution

The Customer Service Agent is expected to resolve routine enquiries during the initial interaction whenever possible.

Examples include:

• Balance-related questions.
• Basic card problems.
• System guidance.
• Other frequently occurring customer enquiries.

4. Complaint Handling

The successful candidate should be able to listen carefully to customer concerns, remain calm during difficult interactions, and use appropriate de-escalation techniques to reach a suitable resolution.

5. Customer Follow-up

The Agent will contact customers when necessary to:

• Provide updates on reported cases.
• Request additional information.
• Confirm that an issue has been resolved.

6. CRM and Case Management

All customer interactions, service requests, and feedback must be accurately recorded and categorized in the company’s CRM and ticketing systems.

7. Technical Escalation

Technical faults, transaction discrepancies, and operational problems that cannot be resolved at Tier 1 should be properly documented and escalated to the Solutions Support Associate according to established procedures.

8. Customer Feedback

The Agent will identify recurring customer problems, agent-network issues, and patterns involving validator failures and communicate these issues to supervisory and technical teams.

9. Data Protection

The position requires strict confidentiality when handling:

• Customer identity information.
• Card information.
• Transaction histories.
• Other sensitive customer data.

10. Continuous Learning

The successful candidate will be expected to stay familiar with AC Mobility platforms, procedures, system updates, workflows, and assigned shift schedules.

Working With the Solutions Support Associate

The Customer Service Agent handles Tier-1 support, including initial customer engagement and routine enquiries.

When a case requires technical diagnosis, backend transaction verification, or coordination between departments, the Agent must document the issue correctly and escalate it to the Solutions Support Associate.

This means strong documentation and accurate escalation are important parts of the position.

Key Performance Indicators

Performance will be measured against several customer-care targets, including:

• First Contact Resolution: At least 80% resolution for standard enquiries during the first interaction.
• Customer Satisfaction: Target of at least 85%.
• CRM Accuracy: 100% accurate tagging, documentation, and categorization of customer interactions.
• Escalation Accuracy: Avoid critical misrouting of technical or operational cases.
• Response and Resolution: Follow agreed response and ticket-resolution timelines.
• Schedule Adherence: Maintain punctuality and comply with assigned shifts and operational breaks.

Qualifications

Education

Applicants should have a:

• Diploma or Bachelor’s degree in Customer Care, Communications, Public Relations, Business Administration, or a related field.

Professional Experience

Previous customer-facing or call-centre experience is an advantage, particularly in:

• Technology
• Telecommunications
• Financial services
• Transport

The supplied vacancy does not state a mandatory number of years of experience.

Language Requirements

Applicants must be fluent in:

• Kinyarwanda
• English

Working knowledge of French is an added advantage.

Skills That Can Strengthen Your Application

Candidates should demonstrate:

• Strong communication skills.
• Customer-focused attitude.
• Patience and empathy.
• Ability to handle complaints professionally.
• Good problem-solving skills.
• Accurate documentation.
• Ability to follow procedures.
• Ability to work under pressure.
• Good teamwork and coordination.
• Willingness to learn new technology and systems.

What AC Mobility Offers

According to the supplied vacancy, AC Mobility describes the position as part of a purpose-driven workplace supporting the growth of cashless transit in East Africa.

The stated benefits include:

• Competitive compensation package.
• Health insurance coverage.
• Structured shift patterns.
• Professional coaching in modern CRM platforms.
• Training in conflict de-escalation.
• Internal career progression opportunities.

Potential career pathways mentioned include technical support, operations, and supervisory roles.

Performance and Employment Expectations

The position has clearly defined performance expectations. Continued failure to meet the required KPIs, responsibilities, or professional standards may lead to a formal Performance Improvement Plan (PIP).

The supplied vacancy states that failure to demonstrate the required improvement within the stipulated period may result in termination of employment.

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