You’ll deliver unparalleled customer experience by leading three key pillars:
(a) preserve disciplinary integrity of drivers,
(b) enforce threshold quality,
(c) develop best practice to instil discipline in drivers.
The day-to-day activities:
Functional - Carry out driver investigation towards email feedback received from passengers.
Convey the message to drivers who are suspended or banned.
Attend to incoming email queries and complaints.
Ensuring the appropriate actions are being taken on drivers based on the current SOP.
Churn daily and weekly reports on team KPI.
Conduct analysis and tracking on Zendesk tickets as well as providing solutions on increasing efficiency in the team.
Support any other adhoc task assigned by superiors.
People - Work very closely with various departments.
In constant contact with customer service, User Journey team, driver payments team, GDC team and finance team in ensuring smooth driver communication and all driver facing touch points are covered.
The must haves:
At least 1-2 years’ working experience.
Degree from Local / Foreign Universities.
Basic proficiency in Microsoft Excel
Basic proficiency in using Zendesk, XCally (optional)
Fluent in both English and Bahasa Melayu
Past experience in handling difficult customer situations
1-2 years’ working experience focus on Customer Experience.
