Customer Experience Associate
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Job summary
The Customer Experience Associate will play a key role in supporting Safari Share users, passengers, agents, and transport partners by handling inquiries, resolving complaints, and ensuring a seamless customer journey on the platform. This entry-level role is ideal for a proactive, empathetic, and tech-savvy communicator with a passion for service excellence.
Min Qualification:
Diploma
Experience Level:
Entry level
Job descriptions & requirements
Location Kampala, Uganda
Reports To Head of Business Operations
Company Overview
SafariShare is a digital mobility and ticketing platform transforming how people travel across East Africa. We connect passengers, drivers, and bus operators through convenient ride-sharing and online bus ticketing solutions, making regional transport more efficient, affordable, and reliable.
Role Summary
The Customer Experience Associate will play a key role in supporting Safari Share users, passengers, agents, and transport partners by handling inquiries, resolving complaints, and ensuring a seamless customer journey on the platform. This entry-level role is ideal for a proactive, empathetic, and tech-savvy communicator with a passion for service excellence.
Key Responsibilities
● Respond promptly to customer inquiries via phone, email, social media, and in-app chat support.
● Assist users with account setup, trip booking, payments, and refund requests.
● Log and track customer feedback, complaints, and resolutions in the CRM system.
● Collaborate with operations and product teams to address recurring issues and improve user experience.
● Support the onboarding and training of agents and partners on platform use and ticket management.
● Participate in customer satisfaction surveys and develop insights to improve service delivery.
● Prepare weekly summaries on customer feedback trends and service quality metrics.
Qualifications
● Diploma in Business, Communications, Customer Service, or related field.
● Excellent written and verbal communication skills in English (knowledge of local languages is an advantage).
● Strong problem-solving, listening, and empathy skills.
● Proficiency in Microsoft Office, Google Workspace, and CRM tools (e.g., Zoho, HubSpot).
● Ability to multitask and remain calm under pressure.
Growth Path
High-performing associates can grow into roles such as Customer Experience Analyst, CX Supervisor, or Community Engagement Coordinator as SafariShare scales across the region
How to Apply:
All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section
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