Do you want to do work that matters? Do you want to help improve the lives of some of the most hardworking people in Africa, while also reducing carbon emissions? Do you want to use your skills to advance Africa and the Global South towards a zero-carbon future, not just to make a living? Ampersand is your answer.
About Ampersand
Ampersand is Africa’s emobility pioneer. Ampersand provides electric motorcycles and charging infrastructure (battery swap stations), uniquely tailored to serve half of Africa’s road fleet: Commercial motorcycle taxi and delivery drivers. Moto taxis are a primary means of public transport in African cities, and it is estimated that these drivers spend >$6Bn p.a. on gasoline in East Africa alone. Ampersand has developed an electric solution that is more powerful, fun to drive, and cost-effective than the incumbent. Ampersand drivers routinely earn over 45% more income by going electric.
The company started in Kigali, Rwanda, and expanded into Nairobi, Kenya in 2022. Today it has around 5,000 e-motorcycles on the road and 58 battery swap stations across the two countries. Ampersand is leading the market in quality, affordable tech, customer traction, and operational systems. The Ampersand team consists of 500+ staff drawn from diverse backgrounds and is working hard to see all 5 million taxi motorbikes in East Africa become electric by 2030. Ampersand is rapidly scaling its operations and is looking for innovative professionals who are passionate about clean energy and environmental impact to lead and contribute to our rapid growth.
Ampersand values innovation, creativity, and continuous improvement. It seeks people who are proactive problem solvers to drive results. Ampersand promotes leadership within the organization and is a place where you can grow your career as you work with some of the brightest and most hard-working individuals in East Africa.
Our Values
- Customer-centric Everyday: We prioritize our customers daily, tailoring solutions to exceed expectations.
- Challenge The Status Quo Through Innovation: Our dedicated teams constantly challenge the status quo, driving innovation to enhance customer experiences and deliver solutions that go beyond expectations
- Love Solving Problems Together: Internal collaboration is our approach; we thrive on solving challenges alongside our customers.
- Stay Agile: We stay agile to swiftly meet dynamic customer needs and adapt to a changing landscape.
- Driven By People And Planet: Beyond business, we're committed to people and the planet, ensuring a positive impact.
About the role
This role is centered on providing top-notch customer service, from greeting customers and addressing their E-Moto maintenance concerns to meticulously documenting issues in Jira Service Desk. It involves managing the entire billing and order process using ERP software, ensuring seamless transactions. The position acts as a liaison between customers and mechanics, maintaining clear communication to ensure transparency in maintenance activities and meet customer expectations.
- Deliver exceptional customer service
- Customer reception and follow up regarding E-Moto maintenance issues
- Creating E-Moto service tickets through Jira Service Desk with clear diagnosis of issue or overview of
- complaint
- Manage purchase orders and customer billing through ERP software
- Interface between customers and mechanics to ensure that E-moto maintenance is transparent and customer needs are met
- Perform special swaps
- Receive and process feedback for customer satisfaction and systems improvement
- Other duties at the discretion of Ampersand
Minimum requirements
- Ability to communicate clearly in English and Kinyarwanda
- Experience in motorcycle or automotive maintenance
- Ability to type and use a computer
- Mechanical background is a bonus
- Female candidates are highly encouraged to apply
Timing
ASAP
Compensation
A competitive compensation package commensurate with experience
Job location
This role will be based in Kigali, Rwanda