ERT Call Agent

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 room’s 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.