Customer Care Advocate

About Zipline

Zipline is transforming global logistics. Our autonomous drone delivery networks supply life-saving medical products, blood and vaccines—fast, reliably and with minimal environmental impact. From Rwanda’s national blood service to Ghana’s COVID-19 vaccine rollout, we set new standards for sustainable, equitable access.

The Role

As Customer Care Advocate you are the first point of contact for healthcare partners across Rwanda. You receive and process orders, answer questions and ensure smooth operations—always with a focus on quality, accuracy and outstanding customer service.

Your Responsibilities

• Receive and record incoming orders from hospitals and health centres in Zipline’s order management system
• Coordinate with warehouse, flight operations and other teams to prioritise and fulfil orders
• Proactively communicate delivery status and potential delays to customers
• Ensure compliance with Good Distribution Practice (GDP) and inventory management standards
• Handle complaints and escalations according to internal guidelines
• Continuously update your knowledge of products, services and procedures

What You Bring

• Bachelor’s degree in Nursing, Pharmacy, Laboratory Sciences, Clinical Medicine, Public Health or related medical field
• Strong knowledge of Rwanda’s health system and medical terminology
• Experience with essential health commodities such as blood products, vaccines and nutritional supplements
• Customer-oriented mindset with excellent communication and problem-solving skills
• Organisational talent and resilience under rotating shifts (nights, weekends, public holidays)
• Fluent Kinyarwanda and English; French is a plus

Conditions

• Full-time position (≥ 40 h/week) at the Distribution Center, Muhanga
• Permanent contract with 12-month probation and renewal option
• Willingness to work night and shift schedules
• Legal right to work in Rwanda required