Job Advertisement: Customer Service Operative
Location: Abuja (Hybrid & eventually office based)
Employment Type: Full-Time

About Us

Monochrome is an innovative, eco-friendly ride-share app redefining transportation based in London United Kingdom and launching in many cities across Nigeria. With a sleek design, zero-emission fleet, and premium user experience, we are committed to seamless, sustainable travel. As we grow, we’re searching for a dedicated Customer Service operative to ensure exceptional service for our drivers and customers, enhancing their experience with Monochrome.

Role Overview

The Customer Service Supervisor will lead the customer support team, streamline interactions between Monochrome and its drivers/customers, and manage critical customer service operations. You’ll ensure efficient handling of support areas and maintain a high standard of service on key support functions.

Key Responsibilities

• Manage and Supervise Service Dashboards: Oversee the following key areas on Monochrome’s service dashboards:

  • Vehicle offerings: Maintain accurate and up-to-date vehicle information.

  • Lost property: Coordinate the lost property process between riders and drivers.

  • Complaints: Settle complaints from riders and drivers in an orderly fashion.

  • Driver Submissions: Review and verify new driver documentation and submissions.

  • Document Management: Track document expiration and ensure drivers submit updates on time.

  • Driver storage folders: Organise driver records, profiles, and relevant documentation.

  • Document types: Standardise documentation requirements and manage compliance.

• Team Leadership: Lead and mentor customer service representatives, ensuring top-tier service and efficient handling of inquiries.

• Customer and Driver Communication: Establish and maintain open channels of communication between Monochrome, its drivers, and its customers, ensuring clear and efficient interactions.

• Process Improvement: Continuously assess and refine customer service workflows, identifying areas for improvement to ensure quality, efficiency, and customer satisfaction.

• Issue Resolution: Handle escalated customer and driver issues, providing timely solutions and maintaining positive relationships.

Qualifications

• Experience: 3+ years in customer service roles, with at least 1 year in a supervisory capacity, ideally within a tech or transportation industry.

• Technical Skills: Familiarity with customer service dashboards and experience using CRM or customer management software.

• Strong Communication: Excellent interpersonal and written communication skills, with the ability to engage professionally with both customers and drivers.

• Organizational Skills: Proven track record of managing high-volume workflows and prioritizing tasks.

• Problem Solving: Ability to handle escalations and work with cross-functional teams to resolve issues promptly.

What We Offer

• Competitive Salary and Benefits

• Professional Development Opportunities

• Work in a Dynamic and Forward-Thinking Company

• Collaborative and Innovative Work Culture

Ready to Drive Change in Ride-Share Customer Service?

If you’re passionate about elevating customer service in the transportation industry, we’d love to hear from you! Apply below.

Monochrome is committed to fostering an inclusive and diverse workplace. We encourage applications from all backgrounds.

"At Monochrome, we are dedicated to delivering exceptional rides by prioritizing our drivers' success and customer satisfaction. Our mission is to empower our drivers to earn more by intentionally maintaining a leaner team, creating more job requests for each driver. We believe that by focusing on quality over quantity, we enhance our drivers' income potential and ensure consistent, high-quality service for our passengers. Together, we drive toward a future where every journey benefits both the rider and the driver."