Background

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

Responsibilities

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.

Main responsibilities include:

• 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.

Qualifications

SKILLS:

• 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.

QUALIFICATIONS:

• 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

Additional 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.

• 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.

• 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