Customer Service Agent

Job Title: Customer Service Agent

Department: Communications

Location: AC Mobility Offices, Kigali - Rwanda

Modality: Full-Time 

Contract Duration: One Year 

Contract Type: Fixed Term

Reporting Structure:

• Direct Supervisor/Reports To: Head of Communications 
• Works Closely With: Solutions assist Associate 

Role Overview

As the Customer Service Agent, you are tasked with providing timely, professional, and empathetic frontline assistance to AC Mobility customers across all customer-care touchpoints. The role serves as a primary point of contact for commuter enquiries, complaints, and service requests, ensuring accurate information is provided, resolving standard issues at the first point of contact, and properly documenting and escalating complex cases requiring technical or operational investigation.

Core Responsibility

To deliver customers with a reliable, reassuring, and positive assist experience by understanding their needs, delivering accurate information, achieving high first-contact resolution on routine enquiries, and ensuring unresolved issues are documented and routed efficiently through established escalation pathways.

Key Responsibilities

1. Frontline Customer assist: Receive, manage, and resolve incoming customer enquiries and complaints professionally, courteously, and empathetically. 
2. Customer Information Delivery: deliver clear, precise, and up-to-date guidance regarding AC Mobility products, Tap&Go fare structures, card usage, and service procedures. 
3. First Contact Resolution (FCR): Resolve routine, frequently occurring customer enquiries (such as balance queries, basic card issues, and system guidance) during the initial interaction.
4. Complaint Handling and De-escalation: Actively listen to customer grievances, defuse tense interactions with composure, and deliver appropriate assistance while upholding professional standards. 
5. Follow-up and Communication: Contact commuters to deliver progress updates, request additional information, or confirm the successful resolution of reported issues. 
6. CRM and Case Management: Accurately record, categorise, and oversee all customer interactions, service requests, and feedback within the company’s CRM and ticketing systems. 
7. Tier-2 Escalation: Accurately document and escalate technical faults, transactional discrepancies, or operational challenges to the Solutions assist Associate in line with standard operating procedures. 
8. Customer Feedback Logging: Systematically detect and flag recurring commuter pain points, agent network issues, or validator failure patterns to supervisory and technical teams. 
9. Data Security and Confidentiality: keep absolute discretion and protect sensitive commuter identity, card data, and transaction histories in strict adherence to data protection standards. 
10. Continuous Learning and Compliance: keep a thorough understanding of AC Mobility platforms, updates, workflows, and assigned shift rotas. 

Working Relationship with the Solutions assist Associate

The Customer Service Agent provides Tier-1 frontline assist, handling initial commuter engagements and resolving routine queries using documented procedures. 

Where an issue requires technical diagnosis, backend transaction verification, or cross-departmental coordination, the Agent documents the case and formally escalates it to the Solutions assist Associate. 

Key Performance Indicators (KPIs)

• First Contact Resolution (FCR): Achieve ≥80% resolution rate on standard enquiries during the first interaction. 
• Response and Resolution Timelines: Adhere strictly to agreed customer response and ticket resolution times across all live assist channels. 
• Customer Satisfaction (CSAT): keep a positive customer satisfaction rating of ≥85% based on post-interaction feedback. 
• CRM Record Accuracy: 100% of customer interactions accurately tagged, documented, and categorised with zero critical omissions. 
• Escalation Accuracy: Zero critical misroutings of technical or operational tickets escalated to the Solutions assist Associate. 
• Schedule Adherence: High punctuality and compliance with allocated shift rotas and operational breaks. 

Performance Evaluation and Terms

Performance in this role will be continuously evaluated to ensure against customer care benchmarks, response accuracy, and adherence to operational standards. 

Ramifications of Underperformance:

Expectations for this role are high, reflecting its importance to the organisation's overall success. A sustained failure to achieve Key Performance Indicators (KPIs), fulfil core responsibilities, or uphold AC Mobility’s standards of professional perform will trigger a formal Performance Improvement Plan (PIP). Inability to demonstrate the required improvement within the stipulated timeframe may result in the termination of employment.

Qualifications and Core Competencies

1. Educational Background

• Diploma or Bachelor’s degree in Customer Care, Communications, Public Relations, Business Administration, or a related field. 

2. Professional Experience

• Prior customer-facing or call centre experience within technology, telecommunications, financial services, or transport environments is an added advantage.

3. Language Proficiency

• Fluency in Kinyarwanda and English is required; working knowledge of French is an added advantage.

4. Professional Certifications

Preferred: 

• Certified Customer Service Professional (CCSP) or Customer Service Excellence Certification (CSEC): Demonstrates mastery of foundational service principles, complaint resolution, and front-facing relationship management.
• Help Desk Institute (HDI) assist Center Analyst: Validates best-practice competencies in multi-channel ticket logging, service desk workflows, and issue escalation.
• ITIL Foundation (v4): Recommended for agents operating alongside technical teams to understand incident ticketing, service level agreements (SLAs), and change escalation procedures.
• CRM Platform Certifications: Practical product badges or credentials in industry-standard ticketing and CRM suites (such as Zendesk, HubSpot Service Hub, or Salesforce Service Cloud).

5. Additional Hard Competencies

• CRM and Ticketing Systems: Competence in logging, categorising, and tracking tickets within enterprise CRM or customer assist software. 
• Digital Literacy: Comfort working across multiple web applications, digital mobility tools, and office productivity platforms with high typing speed and accuracy. 
• Product Literacy: Comprehensive understanding of cashless payment flows, bus ticketing workflows, and Tap&Go operational rules.

Soft Competencies

Command of key competencies needed for the modern workplace, including but not limited to: Strategic Leadership, High-Level Problem Solving, Critical Thinking, Uncompromising Integrity, Excellent Cross-Functional Communication, Work Ethic, Dependability, Empathy, Professionalism, and effective Stress Management in high-stakes environments. 

In addition:

• Customer-Centric Communication: Active listening and clear, professional verbal and written expression across diverse commuter demographics.
• Emotional Resilience and De-escalation: Proven ability to remain calm, patient, and polite when managing difficult situations or high-volume peak periods.
• Attention to Detail and Accuracy: Rigour in recording accurate ticket details, capturing caller data, and relaying factual procedural information.
• Dependability and Process Discipline: Strict adherence to shift rosters, attendance guidelines, SOPs, and tiered escalation matrices.
• Ethical perform and Discretion: Absolute integrity and responsible handling of private commuter and transaction records.

What We Offer

AC Mobility offers a vibrant, purpose-driven workplace at the forefront of East Africa’s cashless transit revolution. As a Customer Service Agent, you will join a supportive, collaborative Communications and Customer Care team dedicated to delivering world-class service to millions of daily commuters. We offer competitive compensation packages, comprehensive health insurance coverage, structured shift patterns, continuous professional coaching in modern CRM platforms and conflict de-escalation, and clear internal career progression pathways into technical assist, operations, or supervisory roles within the organisation.

Application Instructions

Interested candidates who meet the above requirements are invited to submit their applications through the AC Mobility recruitment portal using the link below:

Application link: https://acm-odoogit-odooerp.odoo.com/jobs/customer-service-agent-52

Application deadline: 10 October 2026