Customer Experience team drives one of our core values ‘Outserve Our Customers’ and provide support to in-country business units and a wide range of verticals
Promoting ease to our driver partners and passengers in customer support transactions focusing on quality and customer satisfactions
Get to know the Role:
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:
Monitor various company communication channels including call center, social media, web enquiries, etc. and respond appropriately in a timely manner
Gather feedback from drivers and passengers, observe front-line issues such as booking cancellation reasons, etc. and report promptly to supervisor
Perform ad-hoc tasks as required by the team to improve overall business such as market research, service quality audit, etc.
Perform administrative tasks involving driver’s account (credit top-up, changes in driver information, etc.
The must haves:
2 to 3 years supervisory / managerial experience in a call center environment in service industry (e.g. Telecommunication, banks, technology, airline, tourism, hospitality).
Excellent communication and interpersonal skills
Experience in dealing with disciplinary issues and performance management
Good communication and leadership skills
Ability to work independently and proactively take on new responsibilities where most needed
