ERT Call Agent

Key Responsibilities:

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Handle inquiries from GW drivers via calls and WhatsApp, providing prompt and accurate resolutions.

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Offer knowledgeable assistance to GW drivers, ensuring detailed and correct responses.

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Escalate driver issues beyond the control room’s capacity to relevant departments for a quicker resolution.

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Collaborate with internal teams for faster problem-solving.

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Escalate complex driver requests to the line manager.

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Listen attentively to GW drivers' concerns and respond promptly according to company guidelines.

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Maintain a calm and courteous demeanor to de-escalate stressful situations.

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Document driver information to create, update, or adjust accounts.

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Accurately document any incidents involving a GW driver on the airtable for auditing and reporting purposes.

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Handling inbound and outbound calls.

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Ensure driver satisfaction by addressing complaints and inquiries.

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Follow up with GW drivers by making cold calls after incidents to confirm they have been assisted.

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Collaborate with other departments to find appropriate solutions to incidents.

Requirements

Preferred Competencies & Qualifications

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● Proven experience in a call center, control room, customer support, or emergency response environment. ● Excellent verbal communication and active listening skills, with the ability to calm and reassure distressed callers.

● Strong ability to multitask, prioritize incidents, and respond within strict timelines.

● Demonstrated competence in issue triage and escalation, knowing when and how to route cases appropriately.

● High attention to detail and documentation accuracy, especially when recording incidents and driver information.

● Ability to maintain professionalism and composure in high-pressure or emotionally charged situations. ● Strong problem-solving skills, with a solutions-oriented mindset.

● Familiarity with WhatsApp Business, call-handling systems, and ticketing or database tools (e.g., Airtable or similar).

● Ability to follow SOPs, scripts, and escalation matrices consistently.

● Basic understanding of fleet operations, driver support, or incident response workflows is an advantage. ● Willingness to handle inbound and outbound calls, including follow-ups and cold calls.

● Strong sense of ownership and accountability for each driver interaction. ● Comfortable working in shifts, including evenings, weekends, or public holidays if required. ● Fluency in English and at least one local language (Twi/Ga) is an added advantage.

Benefits

● Work with a mission driven team focused on sustainability and clean mobility. ● Continuous coaching on communication, de-escalation and incident triage.

● Opportunities to progress into Senior ERT, Incidence Response and Operations roles.

● Strong sense of ownership and responsibility.