Guide our drivers and passengers in using our products
Manage service enquiries and disputes arising from our drivers and passengers
Provide excellent customer service to our customer base
Maintain good relationships and community building efforts with drivers and passengers
The day-to-day activities:
Accomplish human resources objectives by helping in recruitment, selecting, orienting, training, reviewing on a manager level (heads);
Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews and be involved in implementation and success monitoring;
Monitor growth and help to decide if recommended head count is feasible and is ideal against volume;
Help partner and benchmark current performance against outside;
Help provide strategic approach in terms of day-to-day operations such as performance management, mentoring, coaching;
Design operations playbook and coordinate with sub-groups such as training and quality and workforce for a better operations in a regional level;
Help identify gaps in processes and operations by analyzing data for the entire CE operations;
Help identify process improvements in a country level;
Provide insights and recommendations on how to improve performance by doing the SMART/SMARTER methodology.
The must haves:
At least 7 years of working experience
A Bachelor’s degree preferably in Education, HR Communications, Business Studies;
At least 1 – 3 years experience as a Customer Service Manager, or above supporting Customer Service - 1 – 2 years experience in Customer Service Management;
A proven track record in regard to effective operations management and its success;
A natural leadership and has a strong sense of mentoring sensibilities;
Demonstrated a clear understanding of Customer Service concepts and practices;
A superior writing skill and must be a high-performing PC use and must be proficient in using MS Office specifically Powerpoint, Excel;
Ability to be task/team/deadline-oriented and be a team player;
High availability to travel and support our regional business.
