Customer Care Advocate, Ghana

ABOUT ZIPLINE Do you want to change the world? Zipline is on a mission to transform the way goods move. Our aim is to solve the world’s most urgent and complex access challenges by building, manufacturing, and operating the first instant delivery and logistics system that serves all humans equally, wherever they are. From powering Rwanda’s national blood delivery network and Ghana’s COVID-19 vaccine distribution to providing on-demand home delivery for Walmart, to enabling healthcare providers to bring care directly to U.S. homes, we are transforming the way things move for businesses, governments and consumers. The technology is complex, but the idea is simple: a teleportation service that delivers what you need when you need it. Through our technology, that includes robotics and autonomy, we are decarbonizing delivery, decreasing road congestion, and reducing fossil fuel consumption and air pollution while providing equitable access to billions of people and building a more resilient global supply chain. ABOUT YOU AND THE ROLE This will be a role that exists on the Ghana Centralized Call Center team with the primary goal of ensuring that we have support for our call center operations across the country. WHAT YOU'LL DO Be the interface between Zipline and customers to deliver a Zipline-branded customer service that attracts customers to keep coming back with professionalism and a strong human touch Receive incoming requests from customers and process orders on the Zipline in-house system with the right priority and information  Apply strong judgment and coordinate between warehouse operators and flight operators to prioritize orders by their urgency  Handle and resolve customer complaints effectively by following the protocols.  Collect quantitative and qualitative feedback from customers to measure customer satisfaction and drive continuous improvement  Adhere to Operational SOPs and achieve operational excellence in day-to-day operations, including, but not limited to, mastering customer service tooling and equipment, opening punctuality and checklist, missed call investigation, shift handover checklists, internal documentation, and escalation processes.  Remain to be trained to the most up-to-date SOP. Pass audit and stay certified on an annual basis.  Lead and track the progress of customer experience projects and initiatives that are assigned to you. WHAT YOU'LL BRING Strong communication skills, both written and verbal Strong interpersonal skills Ability to work well within a team environment Experience in the use of basic IT tools Strong attention to detail and ability to multitask Willingness to learn in a fast-paced environment Attention to detail and accuracy in data entry and record-keeping. Patience and empathy to handle challenging situations with a positive attitude. Problem-solving skills to effectively address customer concerns and resolve issues. WHAT ELSE YOU NEED TO KNOW  Zipline is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by state, federal or local law or our other policies. We value diversity at Zipline and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply! -- Please Note We have received reports stating that certain individuals are reaching out to people under false pretenses, claiming to be Zipline employees, affiliates, agents, or representatives. They may seek to gain access to your personal information or to acquire money from you by offering fictitious employment opportunities or by claiming that they are contacting you on Zipline’s behalf. Genuine Zipline employees or representatives will never ask you for money or payment in exchange for employment opportunities or other related services. Any such offer of employment or any other service in exchange for fees that claims to be from us is deceitful and part of a fraud. If you believe you have been targeted by a fraudulent party, we ask that you immediately get in touch with us via email at security@flyzipline.com upon receiving a suspicious offer or claim.