ERT Call Agent

Accra - Ghana

Monthly Salary: Not Disclosed

Experience Required: 1-3years

Posted on: 11 hours ago

Vacancies: 1 Vacancy

Job Summary

Key Responsibilities:

Handle inquiries from GW drivers via calls and WhatsApp providing prompt and accurate resolutions.
Offer knowledgeable assistance to GW drivers ensuring detailed and correct responses.
Escalate driver issues beyond the control rooms capacity to relevant departments for a quicker resolution. Collaborate with internal teams for faster problem-solving.

Escalate complex driver requests to the line manager.

Listen attentively to GW drivers concerns and respond promptly according to company guidelines. Maintain a calm and courteous demeanor to de-escalate stressful situations.

Document driver information to create update or adjust accounts.

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

Ensure driver satisfaction by addressing complaints and inquiries.

Follow up with GW drivers by making cold calls after incidents to confirm they have been assisted. Collaborate with other departments to find appropriate solutions to incidents.

Requirements

Preferred Competencies & Qualifications

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.

Key Responsibilities: Handle inquiries from GW drivers via calls and WhatsApp providing prompt and accurate resolutions. Offer knowledgeable assistance to GW drivers ensuring detailed and correct responses. Escalate driver issues beyond the control rooms capacity to relevant departments for a quic...