Responsibilities:
Operational Control Centre Leadership
Establish and manage Customer Service team as BasiGo’s operational nerve centre.
Maintain real-time visibility and awareness of 100% of the active fleet at all times.
Lead operational responses to incidents, including:
Accidents
Breakdowns
Repairs
Coordinate and direct operational decisions in collaboration with relevant teams.
Ensure seamless knowledge transfer and handovers across shifts to maintain continuous operational awareness.
Communication Hub & Cross-Functional Coordination
Serve as the primary communication hub between customers and internal stakeholders.
Ensure customers receive timely, accurate, and proactive updates throughout issue resolution.
Triage incoming technical and operational, and commercial inquiries/ issues and assign ownership to the appropriate teams.
Follow up and escalate when responses from stakeholders are delayed or service levels are not met.
Coordinate information flow to ensure all stakeholders remain informed of ongoing events and actions.
Customer Issue Management
Own the end-to-end management of all customer issues from initial reporting through to closure.
Ensure rapid, informed, and effective responses to customer concerns.
Monitor issue resolution progress and proactively remove blockers.
Drive accountability across teams to meet agreed SLAs.
Establish clear standards for issue escalation and response times.
Build a culture of proactive monitoring rather than reactive issue management.
Data Integrity & Operational Systems Management
Maintain high standards of data quality across all operational platforms.
Oversee operational data entry processes and continuously improve data accuracy.
Coordinate the extraction and management of CCTV footage when required.
Generate operational insights and reports internally and externally to support decision-making.
Qualifications & Experience:
Bachelor’s degree in Operations Management, Business Administration, or a related fields
5+ years of experience in customer operations, customer experience, fleet operations, or service management.
Experience leading cross-functional teams in a fast-paced operational environment.
Strong incident management and problem-solving capabilities.
Experience working with operational systems, dashboards, and data management platforms.
Exceptional communication and stakeholder management skills.
Experience with CRM or ticketing systems preferred.
Qualifications
BA/BSc/HND
Experience Required
5 years
