Background information about the job or company

HCS Affiliates Group, is a one-stop human resources and management consultancy organization, headquartered in Nairobi, Kenya.

Responsibilities or duties

The Junior Service Monitoring & Operations Support Agent will be responsible for performing basic, real-time operational control tasks to ensure service continuity and fast incident detection.

Qualifications or requirements

You are aligned with our company values and enact them both in your personal and professional life

Effective English written and communication skills

Computer proficiency in MS Office, G-docs and call center equipment/software programs

Organized and logical, willing to adapt quickly to changing policies and procedures.

Must be able to work as part of a team in a fast-paced and pressured environment, communicating effectively with both colleagues and clients and following verbal and written instructions.

Must be able to efficiently solve problems relating to dispatch of orders locally.

Experience needed

Degree/diploma level in a Business or Social Sciences related field, or having equivalent work experience (6 + months).

Previous call center experience is required or at least 1year experience in a similar role.

Proficiency in English (Excellent verbal and written communication skills)

Computer Literacy: Knowledge and Confidence in MS office

At least 1-2 years’ experience of sales or marketing in a B2B environment

Sales and marketing best practice / knowledge of current tools (i.e. CRM tools)

Swahili or any other local language is an advantage

Any other provided details

The position ideally seeks individuals residing along WAIYAKI WAY due to the nature of work.

• Monitoring service status in real time using Power BI dashboards.
• Identifying incidents, anomalies or service degradation.
• Sending predefined notification emails to external providers and internal teams based on established procedures.
• Following up on incidents and updating internal tracking tools.
• Performing basic operational support tasks during low-activity periods, such as:
• Completing missing information for leads in internal systems.
• Basic online research to identify potential client companies.
• Simple data entry and validation tasks.
• Escalating issues to the Operations or Support teams when required.

• Effective English written and communication skills
• Computer proficiency in MS Office, G-docs and call center equipment/software programs
• Organized and logical, willing to adapt quickly to changing policies and procedures.
• Must be able to work as part of a team in a fast-paced and pressured environment, communicating effectively with both colleagues and clients and following verbal and written instructions.
• Must be able to efficiently solve problems relating to dispatch of orders locally.

• Degree/diploma level in a Business or Social Sciences related field, or having equivalent work experience (6 + months).
• Previous call center experience is required or at least 1year experience in a similar role.
• Proficiency in English (Excellent verbal and written communication skills)
• Computer Literacy: Knowledge and Confidence in MS office
• At least 1-2 years’ experience of sales or marketing in a B2B environment
• Sales and marketing best practice / knowledge of current tools (i.e. CRM tools)
• Swahili or any other local language is an advantage