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AC Mobility is looking for a Customer Service Agent to provide professional and timely support to our customers.


Customer Service Agent

Kigali, Rwanda


Role Overview

As the Customer Service Agent, you are responsible for providing timely, professional, and empathetic frontline assistance to AC Mobility customers across all customer-care touchpoints. The role serves as a primary point of contact for commuter enquiries, complaints, and service requests, ensuring accurate information is provided, resolving standard issues at the first point of contact, and properly documenting and escalating complex cases requiring technical or operational investigation.


Core Responsibility

To provide customers with a reliable, reassuring, and positive support experience by understanding their needs, delivering accurate information, achieving high first-contact resolution on routine enquiries, and ensuring unresolved issues are documented and routed efficiently through established escalation pathways.


Key Responsibilities

  1. Frontline Customer Support: Receive, handle, and resolve incoming customer enquiries and complaints professionally, courteously, and empathetically. 
  2. Customer Information Delivery: Provide clear, precise, and up-to-date guidance regarding AC Mobility products, Tap&Go fare structures, card usage, and service procedures. 
  3. First Contact Resolution (FCR): Resolve routine, frequently occurring customer enquiries (such as balance queries, basic card issues, and system guidance) during the initial interaction. 
  4. Complaint Handling and De-escalation: Actively listen to customer grievances, defuse tense interactions with composure, and provide appropriate assistance while upholding professional standards. 
  5. Follow-up and Communication: Contact commuters to provide progress updates, request additional information, or confirm the successful resolution of reported issues. 
  6. CRM and Case Management: Accurately record, categorise, and manage all customer interactions, service requests, and feedback within the company’s CRM and ticketing systems. 
  7. Tier-2 Escalation: Accurately document and escalate technical faults, transactional discrepancies, or operational challenges to the Solutions Support Associate in line with standard operating procedures. 
  8. Customer Feedback Logging: Systematically identify and flag recurring commuter pain points, agent network issues, or validator failure patterns to supervisory and technical teams. 
  9. Data Security and Confidentiality: Maintain absolute discretion and protect sensitive commuter identity, card data, and transaction histories in strict adherence to data protection standards. 
  10. Continuous Learning and Compliance: Maintain a thorough understanding of AC Mobility platforms, updates, workflows, and assigned shift rotas. 

Working Relationship with the Solutions Support Associate

  • The Customer Service Agent provides Tier-1 frontline support, handling initial commuter engagements and resolving routine queries using documented procedures. 
  • Where an issue requires technical diagnosis, backend transaction verification, or cross-departmental coordination, the Agent documents the case and formally escalates it to the Solutions Support Associate. 

Key Performance Indicators (KPIs)

  • First Contact Resolution (FCR): Achieve ?80% resolution rate on standard enquiries during the first interaction. 
  • Response and Resolution Timelines: Adhere strictly to agreed customer response and ticket resolution times across all live support channels. 
  • Customer Satisfaction (CSAT): Maintain a positive customer satisfaction rating of ?85% based on post-interaction feedback. 
  • CRM Record Accuracy: 100% of customer interactions accurately tagged, documented, and categorised with zero critical omissions. 
  • Escalation Accuracy: Zero critical misroutings of technical or operational tickets escalated to the Solutions Support Associate. 
  • Schedule Adherence: High punctuality and compliance with allocated shift rotas and operational breaks. 


Performance Evaluation and Terms

Performance in this role will be continuously evaluated to ensure against customer care benchmarks, response accuracy, and adherence to operational standards. 


Ramifications of Underperformance: 

Expectations for this role are high, reflecting its importance to the organisation's overall success. A sustained failure to achieve Key Performance Indicators (KPIs), fulfil core responsibilities, or uphold AC Mobility’s standards of professional conduct will trigger a formal Performance Improvement Plan (PIP). Inability to demonstrate the required improvement within the stipulated timeframe may result in the termination of employment.


Qualifications and Core Competencies

  1. Educational Background:
  2. ?Diploma or Bachelor’s degree in Customer Care, Communications, Public Relations, Business Administration, or a related field. 

  4. Professional Experience:
  5. ? Prior customer-facing or call centre experience within technology, telecommunications, financial services, or transport environments is an added advantage. 

  7. Language Proficiency:
  8. ? Fluency in Kinyarwanda and English is required; working knowledge of French is an added advantage.

What We Offer

AC Mobility offers a vibrant, purpose-driven workplace at the forefront of East Africa’s cashless transit revolution. As a Customer Service Agent, you will join a supportive, collaborative Communications and Customer Care team dedicated to delivering world-class service to millions of daily commuters. We offer competitive compensation packages, comprehensive health insurance coverage, structured shift patterns, continuous professional coaching in modern CRM platforms and conflict de-escalation, and clear internal career progression pathways into technical support, operations, or supervisory roles within the organisation.


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